Remote Senior Service Coordinator

2 weeks ago

South Yorkshire, United Kingdom Workingmums Full time

Contract: Permanent Contract
Hours: Part time - 20 hours per week
Service Delivery Coordinator - Benefits:
• A competitive salary in a growing company committed to our people.
• 29 days holiday incl. bank holidays.
• Holidays increase with length of service.
• Hybrid working.
• Pension contributions.
• Health scheme benefits.
• Lifestyle & Leisure Discounts: Discounts for gym, leisure, cinema, shopping and many more
• Life Insurance (3 times salary).
• Employee Assistance Program.
• Bike2Work scheme.
• Free on-site parking.
Enva is a full-service and leading provider of recycling and resource recovery solutions, with locations across the United Kingdom and Ireland.
We have an opportunity for a Service Delivery Coordinator to join our Customer Experience Team.
Service Delivery Coordinator - The Role:
To boost the overall customer experience by ensuring that all Enva services are delivered seamlessly, on time, within budget and with a customer centric approach with every interaction.
Service Delivery Coordinator - Key Responsibilities:
• To produce detailed handover for internal account managers and to provide ongoing support to customers post roll out.
• To respond to all messages in a professional and timely manner from customers, contractors, and internal teams.
• To resolve customer complaints at first point of contact wherever possible, escalate only where necessary.
• To liaise with sub-contractors to resolve customer queries and complaints whilst maintaining a positive working relationship.
• To ensure effective and accurate scheduling of additional services are completed on time.
• To produce accurate reports for clients on the usage of their waste services within SLA.
• Maintaining internal reporting for the customer service department and internal stakeholders.
• Maintaining the internal CRM tool to ensure all records are accurate.
• Management of your own daily workflow to ensure maximum efficiency and accuracy.
• Contributing to customer service dept KPI s to ensure service levels are met.
• Other duties as required to support the department.
Service Delivery Coordinator - Knowledge, Training, Experience, Technical and Personal Skills:
• Have a strong customer service background.
• Have an enthusiastic customer service focus with a determination to resolve customer issues first time.
• Positive and motivated with flexible and adaptable attitude.
• Maintain a high level of knowledge on the services provided by ENVA and the ability to articulate the benefits to customers.
• Excellent written and verbal communication skills and strong telephone manner.
• Ability to be flexible and adapt to changing situations and / or systems.
• Maintaining and building rapport with customers and sub-contractors, understanding their needs, and managing expectations.
• A flexible attitude to the team s work, including a willingness to reprioritise and undertake additional tasks if required.
• Strong PC and technical knowledge and skills with an excellent working knowledge of the Microsoft packages including Word, Excel, and Teams.

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