Job Ref: 215395675

Date: 2021-12-16 14:01:38

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Our client has a permanent vacancy for a Customer Service Team Coordinator to assist the Team Leader in managing the day to day efficient running of the Office and ensure all communication regarding changes is filtered to staff. You will ensure that any request made by the Team Leader is completed efficiently and effectively and support the Customer Service Assistants on a daily basis providing assistance where needed. You will effectively step into the role of Team Leader where needed to cover absence.

The role

* 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 (approx. 6-8) 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 adherence.

* To serve as an exemplary role model in the Office at all times – Leading by example

Requirements

* Previous experience of monitoring call centre activity preferred however not mandatory

* Previous experience of managing customer service queries using CRM or query resolution software

* 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

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available

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