Macildowie are currently looking for a Customer Support Coordinator working for a business based in Leicester. Working closely with the Head of Customer Service, the Customer Support Co-ordinator will be responsible for the collation and management of information and data upwards for analysis dealing with escalations of customer issues, where appropriate.
This is an exciting opportunity for a professional with great interpersonal, communication and relationship skills who can meet and exceed customers' expectations.
This is a temporary role with the potential to go to permanent working Monday to Friday.
Due to this being a temporary role to begin with you will need to be immediately available.
THE ROLE & YOUR RESPONSIBILITIES:
Monitor the Customer Services Inbox
Receive and log the results of all telephone calls and emails from Customers
Ensure the preparation and issue of the weekly defects report for each site as directed by the Customer Service Manager
Liaise with the claims department as required
Provide feedback to the technical department in relation to defective materials etc.
Ensure the correct allocation of work to the Customer Support operative team, the existing site teams and / or contractors to fix issues that have arisen in new customer homes.
Oversee the work of contractors and report on poor contractor outcomes to the Head of Customer Service
Balance and co-ordinate the scheduling of Customer Service Operative.
Co-ordinate the scheduling of CRM's diaries.
Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any process taking place in their home
Follow the complaints and escalated complaints procedure
Order materials, process PO's and invoices. Undertake any contra-charging and raise cheques
Ensure data is being pulled and recorded correctly for all customer issues and KPIs.
Ensure that Health and Safety is followed and site regulations are adhered to.
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
In order to be considered for this position you MUST have a minimum of 3 years Complaints Handling experience plus the following:
Ability to work independently, prioritise work and take initiative
Able to demonstrate efficiency and reliability in previous roles.
Ability to think ahead and forecast customer issues
Face to face customer services experience
Works well under pressure/in a fast moving environment
Great Interpersonal, communication and relationship skills.
If you have the right experience and are available immediately for work then please get in contact with me on 01162 222 590
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the regions premier employers. To search for all of our live jobs please visit us at www.macildowie.com.