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Customer Experience Coordinator

4 months ago

Normanton, United Kingdom British Electrical Lamps Full time

**The BELL Philosophy**

We pride ourselves on our core values of **Customer Experience**, **Better Together, Vision **and **Passion**, which remain central to the way we treat our customers and employees. We endeavour to treat you as a member of our family and believe in promoting and enhancing your career throughout your employment with us.

**Role Description**

As the Customer Experience Coordinator, you will play a pivotal role in efficiently allocating tasks among team members. Your ability to delegate tasks with ease and motivate team members will be crucial in delivering exemplary customer service.

Key Responsibilities
Your key responsibilities and duties include but are not limited to:

- Answering any team questions and escalating them onto the Customer Experience Manager where necessary.
- Carry out portal password resets for customers.
- Processing customer orders and enquiries via shared inboxes and handling telephone loop call enquiries.
- Fulfil Director tasks related to the department.
- Co-ordination of part code changes.
- Distributing tasks to team members, ensuring an equal work share and that deadlines are respected.
- Leading process changes and assisting with implementations.
- Attending meetings to contribute towards continuous improvement.
- Handle customer escalations from the Team.
- Prompting team, ensuring promises to customers are met and promoting a proactive approach to ensure team cohesion.
- Stay up to date on new products, services and policies and co-ordinate relevant team training sessions.
- Monitor and identify skills gaps and devise plans with the Customer Experience Manager, to close gaps.
- Report on team performance by collating and circulating weekly telephone call and order placement statistics.

Skills & qualifications

To be successful in the role, ideally you will possess the following:

- Possess excellent communication and relationship skills.
- Be proactive in creating a culture where customer experience is prioritised.
- Have previous experience working in a fast-paced customer service co-ordination role.
- Please note that the purpose of this job description is to provide the general responsibility of the position and the duties expected in this role may vary from time to time without changing the general character or level of responsibility._

**Job Types**: Full-time, Permanent

Pay: £27,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Normanton: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (preferred)

Work Location: In person

Application deadline: 29/04/2024