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Customer Service Coordinator

3 months ago

Hexham, United Kingdom Adecco Full time

Customer Service Manager Needed

Location: Hexham, Northumberland

About Us: I am looking for a customer services manager, for my client who is a dynamic and customer-focused organisation that values excellence in service delivery.

Responsibilities:

  • Build strong relationships with key customers to support revenue growth and profitability while managing any relationship challenges.
  • Define strategic priorities for the team and determine where to focus resources for optimal delivery.
  • Support the sales strategy and agenda to achieve sustainable growth, while introducing a trading-up mindset.
  • Manage order processing through close collaboration with the supply chain, providing regular updates on status.
  • Handle customer relationships from an internal perspective, communicating with the account management team to support existing and on board new customers.
  • Manage customer complaints both internally and externally, capturing root cause analysis.
  • Collaborate with the supply chain regarding the order book.
  • Work with Finance to communicate credit status.
  • Continue the process of automation and optimisation by eliminating unnecessary steps and non-value-add activities.
  • Upskill and coach Customer Service team members, ensuring they embrace my clients values and adopt new ways of working:
  • Design and implement new "team" ownership within Customer Service.
  • Document the process, mapping the life cycle of orders and associated communications to our customers.
  • Develop scripts for standard messaging on how best to communicate with our customers.
  • Build a best-in-class Customer Service future state that aligns with the next 2-3 years of growth.
  • Track individual and team performance and implement corrective coaching plans to ensure targets are met or exceeded.
  • Recruit team members as needed.
  • Implement and lead the new Customer Service framework.
  • Drive Customer Service execution to optimise sales and spending for our customer's revenue.
  • Manage daily, weekly, and monthly report work flows in Customer Service.
  • Provide feedback on key obstacles to success.

Essential Skills:

  • Experienced, high quality customer coach in Service and Sales environments

  • Leader in Customer Service Transformation programs

  • People person, excellent relationship builder with experience in people development and establish new customer service process

  • Customer Service champion who sees the opportunity to succeed in others

Essential Experience:

  • Educated to GCSE or equiv. to Maths & English grade C
  • Further Educational qualification in relevant area or significant work-place experience at the required level
  • Qualified or experienced in coaching

Desirable Experience:

  • Degree qualification
  • Business qualification

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.