Job Ref: 215379165

Date: 2021-12-14 13:22:43

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The Role

Team Coordinator, Permament, Milton Keynes, Ideal Bathrooms (Saint Gobain).

At Saint-Gobain we pride ourselves on being innovative, customer focused, agile, open and engaging and entrepreneurial. We are also proud to have been named a 'Top Employer' for 5 consecutive years. If you are a quick learner, you like working in a team, and you want to know what it's like to work for a top employer that is working hard to make the world a better home; then please read on to find out more about this exciting opportunity to join us as a Team Coordinator.

You'll be working for Ideal Bathrooms in Milton Keynes. Ideal Bathrooms is one of more than 30 exciting Saint-Gobain brands in the UK and celebrates its 40th year in 2021 as a successful national provider of quality bathroom products partnering with the leading brands, across all products. We pride ourselves on helping our customers succeed and work hard to support Saint Gobain's purpose of Making the World a Better Home.

Is this role right for me?

First and foremost, we always want to recruit talented people that align well with our values and way of working; so whether you've never worked in this industry before, or had years of experience with one our competitors, you're just as likely to be a great fit! A great Team Coordinator at Ideal Bathrooms will work well in a team and be enthusiastic about the work they do. As a quick learner, you'll be flexible to work in different areas, take responsibility for the work you do and always show good attention to detail.

There is some specific skills and attitudes we are looking for from suitable candidates;

Previous experience of monitoring call centre activity preferred however not mandatory
Previous experience of managing customer service queries
Ability to demonstrate a methodical yet flexible approach to team support and management where needed
Effective communication both written and verbal with correct grammar.
Ability to build cultivating relationship with customers and colleagues
Demonstrate the ability to go the extra mile, to exceed expectations
Ability to be proactive in improving the work of the department
Strong working knowledge of Microsoft Excel, Outlook, Telephony based systems and ticketing software (query resolution)
Able to work on own initiative and take ownership for completing tasks

What will I be doing in the role?

A Team Coordinator you will assist the Team Leader in managing the day to day efficient running of the Office and ensure all communication regarding changes is filtered to correct staff. To support our customers to succeed you will;

Support and monitor Customer Service Assistants within a team, highlighting issues to the Team Leader if needed
Team Co-ordinators have no added responsibility of people management they are to work with their Team Leader on any Customer Service Assistant adherence issues that arise.
Monthly KPI reviewing Customer Service Assistant performance around telephony, query resolution, sales and adherence targets using initiative and ability to look at all aspects of the business to highlight areas where streamlining or processes could be reviewed with Team Leader
Ensure that customer complaints and collection notes are dealt with efficiently and effectively by the Customer Service Assistants
Support Customer Service Assistants to ensure that individual telephony/query resolution sales targets, and the required standards of customer service are achieved
Monitor daily activity levels of the Customer Service Assistants feeding back results to the Team Leader
Monitor team members and take appropriate action to minimize call loss
Monitor query traffic and take appropriate action to minimize breach of SLA for resolution
Take immediate action where needed to assist with daily tasks (Inbound calls, order processing, query resolution)
Support Team Leaders in encouraging Customer Service Assistants to adhere to expected office rules and processes, including timekeeping and shift adherenceAbout Us

Are Ideal Bathrooms and Saint-Gobain an Inclusive employer?

We're working hard to be, and we're keen to hire talented people regardless of their background, abilities, ethnicity, religion, sexual orientation, gender, national origin, taste in music, fashion sense or anything else that makes you, you!

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us

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