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Customer Services Co-ordinator

4 months ago

Watford, United Kingdom J D Wetherspoon plc Full time

**Job specification for the position of**:
Customer Services Co-ordinator (12-month fixed-term contract)

**Core hours**: 37.5
(shift pattern, organised on a rotational basis, between 8am and 6pm)

**Reporting to**: Customer Services Team Leader

**Grade**: Staff

**Department**: People Operations

**Location**: Head Office, Watford

**The role**:
Our customer services team is critical in ensuring that we continue to offer the best-possible service and support to our pub estate. Reporting to the customer services team leader, your role is to provide comprehensive support to our customers, pubs and operations team - the vital link between pubs and head office. You will be responsible for dealing with high-volume written queries, responding to customers' compliments and complaints and using your analytical and communications skills to liaise with pub and area managers, to decide on appropriate courses of action.

This role will join our head-office team in Watford. Our customer services team members are passionate about all things J D Wetherspoon and motivated to deliver first-class service to all customers, internal and external, ensuring that they receive timely and consistent service.

This is not your typical helpdesk administration role, as you will facilitate the team's effectiveness through providing excellent customer service.

**Key responsibilities**:

- providing an empathetic level of support to pubs' employees and customers
- liaising with pub and area managers, plus internal departments, for follow-up on current issues
- understanding and communicating company procedures, regarding customer issues
- updating and maintaining various IT systems and records
- responding to customers' queries and comments
- achieving team KPIs
- day-to-day administration tasks
- completing tasks as reasonably detailed by the line manager

**What you will bring**:

- first-class administration skills
- excellent communications skills, both verbal and written
- ability to work positively in a team and individually, taking ownership of issues and adaptable to change
- strong customer focus, empathy, understanding and patience
- happy to work under pressure
- passion for first-class customer service
- PC skills, including Microsoft Excel, Outlook, Word and some database work

**Who you will be**:
Ideally, you'll already have some administration experience, including written communications, along with the ability and desire to deliver first-class customer service consistently. Pub experience preferred, yet not essential.

**Benefits**: 25 days' paid holiday (plus bank holidays) pro rata; head-office bonus scheme; free shares (after 18 months with the company); private medical insurance; contributory pension scheme; free head-office parking

**HOURS PER WEEK**:
37.5