Job Title: Customer Service/Performance Assistant
Location: Littlehampton
Employment Type: Full-time
Job Summary
We are seeking a detail-oriented and customer-focused Customer Service/Performance Assistant to support the monitoring and improvement of customer performance outcomes. The successful candidate will assist in tracking customer metrics, preparing reports, resolving customer issues, and ensuring a high standard of customer satisfaction and service delivery. You will be interacting with customers via phone, email and occasionally face to face. You will be part of the team in the office but will work closely with drivers to help deliver the best outcomes for our customers. This is a full time employed role. Hours are 8am to 6pm weekdays and every other Saturday which is job and finish.
Key Responsibilities
- Monitor and analyze customer performance data and key performance indicators (KPIs).
- Prepare regular reports on customer satisfaction, retention, service quality, and account performance.
- Maintain accurate customer records and databases.
- Assist in identifying trends, issues, and opportunities for service improvement.
- Support customer success and account management teams with administrative tasks.
- Communicate with customers regarding inquiries, feedback, and service updates.
- Escalate customer concerns to appropriate departments when necessary.
- Track customer complaints and ensure timely resolution.
- Coordinate with internal teams to improve customer experience and performance outcomes.
- Assist in the implementation of customer engagement and retention initiatives.
- Colabirating with team member in the office and drivers.
Required Qualifications
- Previous experience in customer service, customer success, administration, or data reporting is preferred.
- Strong organizational and time-management skills.
- Excellent verbal and written communication abilities.
- Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.
- Experience working with a computer based platform.
- Ability to analyze data and generate meaningful reports.
- Strong attention to detail and problem-solving skills.
Preferred Skills
- Experience with CRM systems.
- Knowledge of customer satisfaction metrics (CSAT, NPS, Customer Retention Rate).
- Ability to work independently and as part of a team.
- Strong interpersonal skills and customer-centric mindset.
Key Performance Indicators (KPIs)
- Customer satisfaction scores.
- Delivery on time scores.
- Customer retention rates.
- Response and resolution times.
- Accuracy of customer records and reports.
- Number of customer issues resolved.
- Customer engagement and follow-up completion rates.Salary Range
Salary varies on experience and varies from 28,000 to 32,000 per year.
This role is ideal for someone who enjoys working with customers, analysing if performance data, and contributing to continuous service improvement.
If you can bring value to our business and want to be part of a great team then please apply.
Interviews are being held next week. W/C 22nd June.
Pay: From £28,000.00 per year
Benefits:
- Company pension
- Free parking
Work Location: In person
