Customer Experience Coordinator

5 months ago

London, United Kingdom Retail Trust Full time

**Are you looking to work for an organisation with a real purpose - one where there is no limit to fresh ideas and discovering what’s next?**:
**Join us at the Retail Trust.**:
As the charity for everyone in retail, our cause is to create, hope and health and happiness for everyone in retail. Yes, that’s right, everyone. That’s more than three million retail colleagues and their families. And you can help to achieve that mission.

We’re on a journey of transformation, building on what our founders developed 190 years ago and are moving at astronomical pace. We’re looking for individuals who possess high energy and passion, and are all-in, collaborative and forward-thinking. The opportunity for personal and professional growth is momentous.

**Position**:
**£28,350.00 per annum**

**Full time, permanent**

**35 hours per week, Monday - Friday**

**Hybrid working - home working with regular travel in our London office**

We are looking for an experienced BACP or UKCP Registered Counsellor, to support the operation of our busy wellbeing service.

Reporting to the Wellbeing Services Manager, working within an EAP setting, your daily activities will be a pivotal in ensuring the highest levels of customer and client service are maintained, by swiftly and effectively responding to any inbound interactions from customers or clients in relation to support provided by the Retail Trust.

Key tasks include:

- Act as day-to-day contact for the account management and business development teams to provide a pivotal point of contact between wellbeing operations and sales.
- Act as a point of contact to our network of affiliate counsellors, reviewing client reports and referrals as required
- Support the service management in responding to inbound queries and complaints regarding service delivery. Producing high quality written responses and reports as required.
- Ensure full implementation and compliance with Retail Trust policies and procedures and provide feedback on the effectiveness of all policies and procedures.
- Ensure accuracy of all reporting and record keeping, ensuring data input is effective and timely.
- Escalate and share issues of concern if a situation is unsafe or presenting a risk. Taking immediate action to address where appropriate.
- Develop constructive professional working relationships with all internal and external stakeholders.
- Ensure all CRM records relating to client records including risk assessments, agreed treatment plans / goals are updated immediately following any changes and acting according to the content.
- Effectively maintain effective operational processes, identifying areas of development in agreement with the Wellbeing Services Manager, Operations Manager and Clinical Team Leaders
- To assist the Wellbeing Services Manager and Operations Manager in driving operational / procedural changes within the team.
- To be a client champion, by understanding and responding to the needs of those accessing our services, contributing to a culture of client led focus within the wider wellbeing team
- Support the Wellbeing Services Manager in the management of risk and service governance, highlighting any concerns or queries to the Wellbeing Services Manager for investigations (where appropriate)
- Through regular day-to-day engagement with external counselling and critical incident resources, ensure that services deliver expected client outcomes in line with operational SLA’s, develop internal reporting to Wellbeing Services Manager by communicating via reports to evidence performance.
- Ensure resources are available on a daily basis to ensure the effective running of the team
- Ensure the identified Key Performance indicators are met when delivering services to clients through reporting services
- Manage all service delivery requirements within allocated budgets
- Confidence and experience meeting and presenting to senior level executives.
- Desire to continually learn and improve personal knowledge and skills.
- Able to effortlessly establish bonding and rapport with clients and customers

**Requirements**:
As well as contributing to operational effectiveness of the service, you’ll be expected to ensure that all relevant administrative tasks are also completed.

Ultimately, you’ll play a pivotal role in developing the service, ensuring delivery of a safe and effective service to support individuals seeking support through the trust. What will support your success in the role?

Essential:

- BACP/UKCP registration / accreditation or recognised Counselling qualification (Advanced Diploma)
- Previous line management experience
- Excellent customer service and communication skills, with a proven track record of achievement
- Excellent written and verbal communication skills, with the ability to manage complex and challenging customer / client interactions
- Highly organised and able to work to deadlines
- Flexibility regarding working hours.

**Other information**:
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