Customer Service Specialist

2 weeks ago

Manchester, United Kingdom FRC Group Full time

**Customer Service Specialist (Maternity Cover)**

**Who We Are**

FRC is a group of social businesses and registered charities who exist to end furniture poverty, campaign to raise awareness of furniture poverty and create practical solutions to get furniture to people who need it. Our work also helps to create sustainable employment and better futures for people.

**Salary**: £26.027.74
**Employed by**: FRC Group
**Contract Type: 12 Months FTC Maternity Cover**

25 days annual leave plus bank holidays (pro-rata)

Part time - flexible with days - open to discussion
Based in Trafford Park, Manchester

**Led by**: Customer Service Team Leader

**Company Mission**:End Furniture Poverty

**Company Values**: Bravery, Creativity, Passion, and Professionalism

**Job Purpose**
Will deliver ‘simply better’ customer service while keeping in mind Furniture Resource Centre’s best interests. This will include the co-ordination, processing and administration of all orders for Furniture Resource Centre across the UK and ensuring that all tasks are processed within set timescales and company procedures. Engaging with our customers on a daily basis, creating personal connections and being a customer service champion within Furniture Resource.

**Key Responsibilities**

**Customer Service**
- Communicate and liaise with customers, suppliers and sub-contractors via various methods, creating a personal connection.
- Provide a simply better service to all customers; resolve any customer issues and complaints in a professional and timely manner to enhance the customer experience and maintain a high standard of customer satisfaction
- Handle all telephone calls in a timely manner
- Manage a selection of customer accounts to build and maintain effective working relationships
- Provide help, support and advice to staff on training contracts, placements and agency staff, setting the example of good working practices
- Produce regular KPI reports for key customers
- Attend customer meetings

**Customer Service Administration Tasks**
- Accurately process customer orders within set timescales
- Maintain manual and computerised systems
- Process all delivery paperwork accurately
- Schedule deliveries on database in accordance with individual customers lead-times and stock availability
- Collate and analyse data in relation to customer orders
- Carry out responsibilities as described in the FRC Group Health and Safety Policy
- Undertake any other work appropriate to the job as directed by your Line Manager or training deemed necessary by the company including attending refresher training courses

**Sales Support Administration Tasks**
- Produce account management forms within set timescales for customer meetings
- Produce and / or amend quotes, order forms, price lists and brochures within set timescales
- Arrange, manage, monitor and follow-up window and carpet quote requests via sub-contractors
- Follow-up outstanding quotes with customers within set timescales
- Deal with and respond to sales queries and customer requests, referring to the Sales Team where appropriate
- Conduct monthly customer feedback calls within set timescales
- Be proficient with CRM and follow company procedure with regards to uploading quotes and relevant documents; maintain and update customer details as required
- Complies with all ISO standards

**Decision Making Authority**
- You are required to clear any issues relating to policy with your supervisor. You are also required to obtain clearance for any expenditure not in line with agreed budgets.

**Person Specification - Customer Service Specialist (FRC Manchester Customer Service)**

**Personal Qualities**
- Ability to work in a team and on own initiative
- Methodical attention to detail / organisational skills
- Assertive and confident
- Creates personal connections
- Problem solving skills
- Excellent communication skills, pleasant manner, approachable and can remain calm under pressure
- Empathetic approach to a range of people from diverse backgrounds
- A flexible approach and commitment to personal development and training
- Commitment to the values and objectives of FRC Group

**Skills and Experience**
- At least one years’ recent experience in a customer service / administration role
- Knowledge of and experienced in using MS Office, particularly Excel, Word and Outlook

**Motivation and Outlook**
- Ability to work under pressure
- Flexible approach, positive attitude and a team player
- Helps even when it “isn’t their job”
- Gives simply better customer service to everyone, everywhere
- Delivers simply better customer service to customers while keeping in mind FRC’s best interests
- Unconventional thinking, find ways to say YES
- A commitment to providing an excellent service to all customers
- A commitment to and willingness to adhere to the Equal Opportunities Policy

Qualifications Essential
- GCSE Mathematics and English, or equivalent
- Desirable _**NVQ Level 2 in Customer Se

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