Customer Support Coordinator

3 weeks ago

Ellesmere Port, Cheshire, United Kingdom Canal & River Trust Full time

Job Title: Customer Support Administrator

Job Summary:

We are seeking a highly skilled and experienced Customer Support Administrator to join our team at the Canal & River Trust. As a key member of our regional North West team, you will be responsible for delivering exceptional customer service and support to our customers, dealing with face-to-face enquiries, phone calls, and written communications.

Key Responsibilities:

  • Provide accurate and timely communication to customers through various channels, including phone calls, notice boards, post, email, social media, and our website.
  • Coordinate the organisation of events and functions within the waterway, catering to both internal and external customers.
  • Offer administration services for the waterway, including managing post, booking meetings, occupational health visits, training, building management, and equipment servicing.
  • Produce clear and well-presented reports that support business needs.
  • Maintain accurate and well-organised systems of records for easy retrieval.
  • Utilise SAP to provide financial and administrative services to the waterway, ensuring effective ordering of materials and supplies, and working with notifications and other financial processes.
  • Support the effective running of welcome stations around the waterway.
  • Embody the Trust's values and behaviours at all times.
  • Integrate diversity and inclusion into all aspects of Trust life, promoting inclusion by challenging behaviour, practices, actions, or decisions that contradict the Trust's policies and values.

About You:

  • NVQ Level 2 Business Administration.
  • GCSE in Maths and English.
  • Some knowledge of working safely.
  • Some budget management experience.
  • Some experience in SAP.
  • Proven experience in customer service.
  • Proven experience of administration.
  • Some experience of working as or with volunteers.
  • Effective communication skills to inform, help, and advise customers clearly and professionally, and liaise with other professionals.
  • Ability to handle difficult and potentially confrontational situations.
  • Confident in the use of MS Office word processing and spreadsheet software.
  • Confidence, patience, politeness, tact, and diplomacy when addressing customer enquiries.
  • Ability to work well under pressure.
  • Good personal presentation, especially when working with customers face-to-face.

What We Offer:

  • Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
  • 25 days paid holiday (plus paid Bank Holidays), increasing to 30 days after 5 years.
  • Annual £200 personal learning & growth award to spend on any learning-related activity.
  • Free access to specialist counselling on a range of issues, e.g. health, financial, well-being, and domestic matters.
  • Access to a range of employee benefits, including store discounts, boating holiday discounts, and holiday purchase scheme.
  • 2 days paid volunteering leave per annum, allowing you to volunteer for a local community project, etc.
  • Free fishing facilities across our canal network.

We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking, and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

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