Senior Customer Experience Coordinator

3 weeks ago


Teddington, Greater London, United Kingdom Fawkes & Reece London Full time
About Fawkes & Reece London

Fawkes & Reece London is a dynamic and customer-focused organisation seeking an exceptional individual to join our Client Services Team as a Senior Customer Experience Coordinator.

As a key member of our team, you will be responsible for delivering outstanding customer experiences across all touchpoints, ensuring seamless communication and resolving issues efficiently.

Job Description

This is a fantastic opportunity to grow your career in a supportive environment with opportunities for professional development. You will work closely with our operations team to ensure efficient use of resources and high-quality service delivery.

Key Responsibilities
  1. Resolve Customer Queries Effectively: You will own queries from start to finish, managing multiple channels including phone, email, webforms, face-to-face, and social media within agreed service level agreements.
  2. Support Customers Online: Assist customers in accessing our services online, providing clear guidance and troubleshooting support as needed.
  3. Ensure Efficient Task Management: Monitor daily work volumes, allocate tasks efficiently, and record completed tasks within agreed service level agreements.
  4. Allocate Tasks for Operatives and Subcontractors: Ensure that all tasks are allocated with an agreed appointment, ensuring timely completion and customer satisfaction.
  5. Reduce Complaints: Resolve issues first time, reducing the volume of complaints and maintaining high customer satisfaction levels.
  6. Manage CRM Activities: Maintain up-to-date records on our CRM system, ensuring accurate information and effective task management.
  7. Support Other Teams: Provide administrative support to other teams, including writing block letters and completing other tasks as required.
Requirements

To be successful in this role, you will need excellent communication skills, a strong customer focus, and the ability to work effectively under pressure. A good understanding of GDPR and data protection principles is also essential.

Salary Information

We offer a competitive salary of £32,000 - £37,000 per annum, dependent on experience, plus additional benefits and opportunities for professional growth and development.



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