Customer Service Improvement Coordinator
4 days ago
we have a great opportunity for a service excellence /customer service improvement coordinator to join a blue chip organisation located in Peterborough
the hours on the role are 9-5:30 Monday to Friday
Responsibilities will include but not be limited to:
*Service Excellence Projects - carry out project work to drive Services wide improvements using voice of the customer and voice of the business data in order to identify opportunities to optimise processes and enhance the customer experience.
*Service Excellence Analysis - contribute to identifying and reporting on overall themes and opportunities from multiple Service excellence work-streams (Escalation Reports, Escalations, NPS, Hypercare, QA, KIT, Supplier Excellence etc.)
*Process Improvement - Undertake investigation and analysis of data and ways of working across Services in order to find efficiencies and opportunities to streamline processes.
*Escalation Reports - producing quality, detailed and accurate reports that highlight the reasons for breakdown of service, using root cause analysis in order to identify and implement improvement actions to prevent reoccurrence of issues.
*Escalations Process - Provide support and cover to the Escalations Coordinator when required.
*Audits & Compliance - coordinate projects and programmes that deliver the required inputs to and outputs from various compliance and audit programs e.g. ISO, Risk Register.
*NPS - analysis and reporting of data in order to identify and implement improvements to the customer experience.
*Escalations - analysis and reporting of data in order to identify and implement improvements to the customer experience.
*Hypercare - Lead and support on customer facing service recovery programmes.
*KIT - analysis and reporting of data in order to identify process improvement opportunities.
Knowledge & Experience
*Experience and capability to manage multiple initiatives and work streams autonomously
*Excellent verbal and written communication skills
*Knowledge of Yellow and Green belt Lean Six Sigma highly desirable.
*Experience of running improvement initiatives in a contact centre or MSP environment.
Personal Attributes
*Highly motivated self-starter with ability to work with all hierarchical levels
*Passionate about what they do and making a difference
*Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
*Demonstrates a positive, proactive, results driven approach
*Passionate to develop and contribute
*Able to demonstrate adaptability in response to changing needs and priorities
*Tolerant and dependable under pressure. Able to work to deadlines.
*Has a professional 'can do' attitude and approach
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
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