Customer Service Advisor
3 weeks ago
**Reporting to**: Customer Care Manager
**Working hours**: Full Time (45 Hours)
**Key Partners**
- Member Support
- Operations
- Warehouse
- Depots/Members
- Management Team
- Key Account Managers
- Business Development Manager
**Key Activities**
- Customer Service Enquires/Queries
- Monitoring & Reporting
- Customer engagement
**Core Value**
- Provide a first-class Customer Service experience
- Supporting people to work at their very best.
- Help create an engaged workforce.
- Finding solutions in a productive way.
- Providing expert advice and guidance
- Delivering projects on time to improve KPIs.
**Key Customers**
- Members
- Customers
- Operations
- All employees
**Key Resources**
- Nexus system
- Policies & Procedures
- Rule Book - Member Service Agreement
**Customer Relationships, Service & Delivery**
- Timely, professional, and accurate response
- Deliver on promises
- Regular communication and updates to all customers
**Company Values**
- Honesty
- Transparency
- Mutually Beneficial Relationships
- Sustainability
- Commitment
- Innovation
**Strengths, Skills and Competencies**
- Excellent Customer facing skills
- Exceptional interpersonal skills
- Highly organised, strong, and influential communicator
- Natural ability and desire to problem
**Key Deliverables and how you capture value**
- Feedback from customers
- Reduction in customer related issues
- KPI outcomes
**Role Specific Responsibilities**
- Managing the daily reports of all AM/Timed and premium consignments with a possible extension to Economy freight
- Checking the held over report and carrying out corrective action.
- Monitoring new/ghost scans
- Processing the previous day ‘failure’ report
- First point of contact for all incoming queries via phone call and E-mail
- Recording and inputting information into the service failure log
- Generate bespoke customer KPI reports in line with customer expectations
- Daily, weekly, monthly, quarterly, and annual reports for Customers
- Damage Report
- Processing all customer returns
- Monitoring and actioning all RCR’s
- Customer Manifesting
**Salary**: From £25,500.00 per year
**Benefits**:
- Company pension
- Financial planning services
- On-site parking
- Referral programme
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Basildon: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
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