Customer Care Coordinator

Title: Customer Care Coordinator

Looking for motivated, hardworking individuals!!!!

Personality is a major key for this role !!!!! 

Ideally experience within this position !!

Reporting to either the Head of Customer Care/Customer Care Manager or Customer Care Office Manager, to support the Head of Customer Care in managing all customer-related issues through to resolution, by direct communications with our internal and external Customers. Along with coordinating the administration of the department to ensure it operates efficiently and effectively.

 

Responsibilities

You will be expected to:

• Ensure personal and team compliance with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Fully adhere to the standard Customer Care policies and procedures, ensuring that all issues raised by our customers are dealt with professionally, quickly and to their complete satisfaction
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s iCARE IT system
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
• Arrange the inspection of remedial enquiries where necessary to agree valid warranty issues
• Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, 
• Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost effective manner
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
• Liaise with all other Departments to ensure Customer enquiries or concerns are addressed professionally and efficiently
• Provide administrative support for the Department, to include, handling and responding to all customer correspondence, electronic and paper filing, production of reports, record Action Logs for internal meetings
• Undertake post-completion satisfaction calls to customers
• Update weekly reports and distribute to relevant personnel
• promote and act in accordance with all Group values, systems, policies and procedures
• Carry out the other appropriate ad hoc duties as and when required

Candidate

To be successful in the role:

• Experience of working in a professional secretarial/administration role
• Previous experience in a demanding and fast paced environment
• Excellent communication skills, both written and verbal
• Intermediate to advanced level of proficiency with MS Office programs, with excellent keyboard skills
• A strong team player, supportive of colleagues
• Assertive and tenacious individual, with an ability to influence others and be resilient to challenging Customer demands
• Self–discipline, with excellent time management skills and the ability to coordinate a number of priorities
• Ability to multi-task, and work efficiently and accurately under pressure
• A professional, assertive and pleasant manner in dealing with internal and external customers and contacts

Role benefits

Benefits:

• Competitive Salary
• Competitive Bonus Scheme
• Private Medical Insurance – Single Cover
• 26 days holiday (increase by 1 day for every 3 years continuous service up to 29 days)

Give us a call on 02070027878 or drop an email to reegan.rolfe@cscrecruitment.co.uk and we can arrange a time that is good for you. If you decide after our conversation that you are happy where you are, then we absolutely understand.