Emergency Call Coordinator

3 months ago

Leicester, United Kingdom PA Housing Full time

**A little bit about what we are looking for...**

Reporting to the Service 24 Team Leader, the Service 24 Coordinator will motivate, inspire, support, and develop our advisor team to ensure our customers experience a high-quality level of service every time.

This is a Bank role, covering hours on a shift basis when needed, this role is also fully office based.

**Your responsibilities...**
- Offers effective positive and constructive feedback to drive performance
- Reduces call escalations through effective coaching and support and handle escalated calls
- Creates and fosters a positive, successful, and professional work environment
- Offers frequent formal and informal recognition
- Communicates business strategies and results to advisors, empowering them as they resolve customer issues
- Provides timely feedback to the management team on customer trends, issues and needs
- Resolves operational and interdepartmental problems quickly
- Ability to work evenings, weekends, or varied shifts as assigned
- This job requires reliable, predictable, and consistent attendance
- Answer queries from advisors regarding operational questions
- Provide support to advisors in their day-to-day activities
- Assist as training support new starters
- Assist with coaching and mentoring advisors to meet department and personal goals
- Identify and propose solutions to bottlenecks, system issues
- To have a service first approach ensuring that calls take priority over any other duties
- Be the first port of call for out of hour’s advice guidance and support, ensuring that key departmental and business messages are communicated to the team
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._

We'd be looking for you to be resilient, work well under pressure and possess strong communication skills. You should be confident in using IT systems and CRM databases and have strong decision making and problem-solving skills. Previous experience in a customer service environment and knowledge of customer service techniques is essential, ideally within an emergency call centre/out of hours type role before, as well as experience within coaching and developing others.

**AGENCIES: We know where you are if we need your support so please do not contact us.

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