Trustpilot Coordinator

**Join Our Team as a Trustpilot Coordinator**

Here at CES, we pride ourselves on our high level of customer deliverance, as reflected on our Trustpilot platform. We aim to continue our high deliverance and are therefore recruiting a dedicated and detail-oriented **Trustpilot Coordinator** to manage and enhance our company's presence on Trustpilot. This role is crucial for maintaining customer satisfaction and promoting the positive aspects of our services.

**Salary**: £22,308 annually, PLUS bonus incentives of up to £750 per month

**Location**: Swansea Marina

**Working Hours**:Monday to Tuesday, 09:00 - 17:30; Wednesday, 10:00 - 19:30; Thursday, 10:30 - 19:00 & Friday, 09:00 - 16:00

**Who We Are**:
CES is dedicated to driving towards a more energy-efficient future through the FREE offerings of a variety of energy solutions to eligible customers. Our success is reflected in the multiple awards we’ve won, our high Trustpilot rating, and our recognition on the Wales Fast Growth 50 project.

**Key Responsibilities**:

- **Monitor and Manage Reviews**: Regularly check and respond to reviews on Trustpilot, ensuring timely and professional communication.
- **Customer Interaction**: Engage with customers, acknowledge their feedback, and resolve issues promptly.
- **Issue Reporting**: Report any outstanding issues to the relevant departments and ensure follow-up actions are taken.
- **Promote Positive Image**: Maintain a positive attitude towards the company and its services in all interactions.
- **Customer Advocacy**: Reiterate the benefits of the work carried out by the company to customers, highlighting value and satisfaction.
- **Feedback Analysis**: Analyse customer feedback to identify trends, areas for improvement, and report findings to management.
- **Documentation**: Keep detailed records of customer interactions, feedback, and follow-up actions.

**Required Skill Set**:

- **Excellent Listening Skills**: Ability to listen to and understand customer concerns and feedback effectively.
- **Empathy**: Demonstrate empathy towards customers, acknowledging their feelings and experiences.
- **Positive Attitude**: Maintain a positive attitude towards negative feedback.
- **Communication Skills**: Strong verbal and written communication skills to interact with customers and internal departments effectively.
- **Problem-Solving**: Proactive in identifying issues and finding solutions that satisfy customer concerns.
- **Customer-Focused**: Strong focus on customer satisfaction and advocacy.
- **Attention to Detail**: Meticulous in documenting and following up on customer feedback and internal reports.
- **Team Collaboration**: Ability to work well with different departments to resolve issues and improve services.