Customer Care Co-ordinator
7 months ago
**Job Purpose**
The role of the Customer Care Coordinator is pivotal in providing the link between our Call Handlers and our Customers, and back through to operations. You will use data and customer service skills to ensure the smooth day-to-day running of the call handling operation.
Reporting to the Operations Manager, this role will support and train the Call Handling Agents to deliver an excellent experience to our customers’ clients, and to create and maintain relationships with our key stakeholders as you deal with escalations and opportunities to improve our service.
**Key Accountabilities**
**Data**:
- Ensure the cleanliness of all data in the system
- Action and update relevant call logs
- Upload new client information to the system
- Upload new development, plot and completions data on the same day of receipt
- Create reports from existing data
- Maintain live scorecards
- Escalate trends/issues to the Operations Manager
**Call Handlers**:
- Provide in-time feedback on calls during the shift
- Ascertain skills gaps and deliver appropriate training
- Proactively close out calls before handover to security at 2200
- Review open jobs and action appropriately
- Monitor live data and take any necessary action
- Investigate complaints and escalations through to resolution
- Provide cover for inbound calls as necessary
**Communication**
- Provide full handovers for colleagues on shift changes
- Advise each team on shift of the live cover and any potential issues/trends/relevant information
- Report to the Operations Manager in the daily stand-ups
**Skills Required**:
- Customer Service experience (required)
- Demonstrable IT skills - Microsoft packages (required)
- Ability to make appropriate decisions under pressure
- Customer service training/development
- Attention to detail
**Benefits in Role**
- Company pension
- Free on-site parking
**Job Types**: Full-time, Permanent
**Salary**: £22,500.00-£25,500.00 per year
**Benefits**:
- Free parking
- On-site parking
Schedule:
- Monday to Friday
- Weekend availability
Ability to Commute:
- Chester Le Street (required)
Work Location: In person
Reference ID: SGCO1
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