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Senior Customer Service Agent

5 months ago

London, United Kingdom YourParkingSpace Full time

WHO ARE WE?
Do you want to join a company who are trusted by over 1 million drivers in the UK, have recently been featured on Sky News and are in The Sunday Times Tech Track 100 as one of Britain's fastest-growing private technology companies?
YourParkingSpace is an online marketplace and parking reservation service for drivers looking to find and pre-book parking in the UK. The platform features over 350,000 privately owned and commercially operated parking spaces which are available to book by the hour, day or month on a subscription basis. We were recently acquired by Flowbird, which will kickstart our next phase of growth - It’s an exciting time to join the team

WHO WE’RE LOOKING FOR?

We are seeking a highly motivated and experienced Senior Customer Service Agent to join our organisation on a full time basis, covering both Saturday and Sunday. As a Senior CS Agent you will be the bridge between our CS Agents and Team Leaders, acting as the first point of contact for the wider team who require assistance in resolving complex cases, and delivering feedback to the TL’s to support in Performance Reviews.

We are looking for someone who can flag recurring performance issues with Team leaders to address in reviews, and proactively suggest changes to processes, platforms, and tools to improve quality and efficiency. You'll be incentivising the team and introducing ways to improve quality and efficiency.

You'll also be responsible for identifying trends and raising issues, seeing through full solutions, and conducting root cause analysis on incoming tickets. It's important that you set an example for the wider team in terms of the quality and quantity of tickets solved, and champion business change within the team to ensure updates are well received.

As a Senior Customer Service Agent, you'll be supporting with new hire training and onboarding, taking ownership of escalations and complaints, and ensuring that our customers have a fantastic experience with us.

We need someone who is passionate about delivering great customer service and not afraid to get their hands dirty. You should have excellent communication skills, be highly organised, and able to work well under pressure.

WHAT YOU’LL BE DOING?
- Giving instant feedback to agents on the quality of ticket solves
- Flagging recurring performance issues with Team leaders to address in reviews
- Proactively suggesting changes to processes, platforms, and tools to improve quality and efficiency
- Incentivising the team and introducing ways to improve quality and efficiency
- Identifying trends and raising issues, seeing through full solutions
- Conducting root cause analysis on incoming tickets
- Setting an example for the wider team in terms of the quality and quantity of tickets solved
- Championing business change within the team to ensure updates are well received
- Supporting with new hire training and onboarding
- Taking ownership of escalations and complaints

REQUIREMENTS?
- At least 3 years of experience in a customer service role
- Strong communication and coaching skills
- Experience in monitoring KPIs and implementing process improvements
- Ability to motivate and inspire team members to achieve their goals
- Strong organisational skills and attention to detail
- Bachelor's degree in a relevant field is preferred.

WHAT’S IN IT FOR YOU?
- 24 days annual leave + this increases after 3 years, with one extra day added each year (maximum 3 additional days)
- Birthday off
- Flexi-hours and hybrid working (office and remote based) will be considered
- Enhanced maternity and paternity leave
- Learning and Development budget
- Volunteering and fundraising for our chosen charity
- Discounted parking
- Gym membership
- Mental health and wellbeing support
- Cycle to work scheme
- Working in a company where there are no limits If you work hard and want to achieve big things, this is the place for you