Contact Centre Support Co-ordinator

Job Description

Contact Centre Support Co-ordinator


£20K
Havant
Permanent

You will assist the After Sales Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with company standards and procedures.

Duties:

  • Analyse the UK Contact Centres consumer engagements to ensure all are completed in a…






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Contact Centre Support Co-ordinator


£20K
Havant
Permanent

You will assist the After Sales Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with company standards and procedures.

Duties:

  • Analyse the UK Contact Centres consumer engagements to ensure all are completed in a professional manner providing a high quality of service expected of a premium brand
  • To provide escalation management for the Contact Centre
  • Monitor the daily results of the Customer Satisfaction Survey and contact customers as and when required
  • Identify ongoing training requirements within the UK Contact Centre providing feedback to the After Sales Technical Trainer
  • Provide efficient Web-chat responses in accordance with departmental service standards and relay company information regarding products and services to consumers
  • Assist in producing product training material for all UK Subsidiary After Sales Departments and Contact Centre
  • Mentor and assist in training new employees within the UK Contact Centre
  • Approve and request consumer refunds in accordance with company procedure
  • Regular visits to the UK Contact Centre as and when required
  • Ensure that any enquiries or cases involving injury or property damage are prioritised and recorded accurately


Skills & Experience:

  • GCSE passes in English and Maths or equivalent
  • Proven experience in a Customer Service role preferably dealing with consumer products
  • Competence in Microsoft Office including Word and Microsoft Excel software packages
  • Ability to work well in a team, collaborative approach to working
  • Excellent communication skills (written and verbal)
  • Polite communicator
  • Can-do attitude
  • Works well under pressure, resilient
  • Analytical skills, ability to provide insight / recommendations from data
  • Organised, precise, attention to detail
  • Sound knowledge of Web-Chat and social media communication
  • Ability to travel
  • NVQ Level 2 Customer Service
  • Coaching experience
  • Creating training material

Job Description

Contact Centre Support Co-ordinator


£20K
Havant
Permanent

You will assist the After Sales Manager in monitoring consumer engagement of the outsourced Contact Centre to ensure high quality levels of responses to consumers and retailers are achieved and in accordance with company standards and procedures.

Duties:

  • Analyse the UK Contact Centres consumer engagements to ensure all are completed in a professional manner providing a high quality of service expected of a premium brand
  • To provide escalation management for the Contact Centre
  • Monitor the daily results of the Customer Satisfaction Survey and contact customers as and when required
  • Identify ongoing training requirements within the UK Contact Centre providing feedback to the After Sales Technical Trainer
  • Provide efficient Web-chat responses in accordance with departmental service standards and relay company information regarding products and services to consumers
  • Assist in producing product training material for all UK Subsidiary After Sales Departments and Contact Centre
  • Mentor and assist in training new employees within the UK Contact Centre
  • Approve and request consumer refunds in accordance with company procedure
  • Regular visits to the UK Contact Centre as and when required
  • Ensure that any enquiries or cases involving injury or property damage are prioritised and recorded accurately


Skills & Experience:

  • GCSE passes in English and Maths or equivalent
  • Proven experience in a Customer Service role preferably dealing with consumer products
  • Competence in Microsoft Office including Word and Microsoft Excel software packages
  • Ability to work well in a team, collaborative approach to working
  • Excellent communication skills (written and verbal)
  • Polite communicator
  • Can-do attitude
  • Works well under pressure, resilient
  • Analytical skills, ability to provide insight / recommendations from data
  • Organised, precise, attention to detail
  • Sound knowledge of Web-Chat and social media communication
  • Ability to travel
  • NVQ Level 2 Customer Service
  • Coaching experience
  • Creating training material

Job Summary

Location: Havant
Salary: £20000.00 - £20000.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
Date: 8th August 2019

Apply now

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Peter Hunt

Peter Hunt

Director

Email: Click here
Phone: 023 9232 4666

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Job Summary

Location: Havant
Salary: £20000.00 - £20000.00 Per Annum
Contract Type: Permanent
Sector: Customer Service
Division: Commercial
8th August 2019

Apply now

Share this job: