ROLE PURPOSE:
Lead, Motivate and empower the Central support team to deliver exceptional customer service as a dedicated customer contact, provide clear communication and deliver an excellent customer journey. Ensure the end-to end process from intent to orders, orders, bookings, variations, completions and invoicing are accurate and completed in a timely manner. Provide support function to sales, operational, master data and finance teams
Duties
- Monitor and measure the performance of the Central Support Coordinators
- Line management of the Central Support Coordinators
- First point of contact for the Central Support customers responding within agreed timescale and delivering customer expectations to keep their properties safe and secure
- Working closely with colleagues throughout the business providing daily support where required
- Develop and maintain an excellent knowledge of all business providing daily support where required
- Capture all customer sales, site and billing contact names, addresses and phone numbers
- Record the accurate customer account and suboffice for each individual customer request
- Accurate administration of quotes. Customer purchase orders and order completions.
- Real time customer updates for all required stages via portals, emails or phone
- Adherence to No PO No Work customer list
- Recording all outbound communications history and customer responses on our systems
- Effective escalation of issues where appropriate to ensure customer request is resolved
- Effective complaints resolution adhering to company process
- Effective communication with internal and external stakeholders
- Effective prioritisation and time management
- Supplying product ad service literature to customers
- AS Hoc duties as and when required by the business
Qualifications
- Understanding the factors that influence customer satisfaction and the importance of consistently delivering outstanding service to enhance our customer experience
- Strong customer service experience in a fast-paced environment
- Excellent organisational skills with the ability to prioritise daily tasks and good multi-tasking skills aligned to role needs
- Able to work under pressure and to tight deadlines
- Competent in the use of Microsoft products
Desirable:
- Experience in providing end-to-end customer support
- Knowledge of security industry with specific focus on vacant property solutions
Pay: £33,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- On-site parking
- Referral programme
Application question(s):
- Must be able to demonstrate full 5 year education/employment history and be willing to undertake advanced level screening including DBS check and Credit reference check.
Experience:
- Customer Service: 1 year (required)
- Team Leader: 1 year (preferred)
Work Location: In person
