Customer Relations Co-ordinator

Customer Relations Co-ordinator

The primary focus of this role is to provide immediate and exemplary levels of service across a broad range of enquiries, including providing support and advice via phone and email to our clients, retail partners and external senior stakeholders.

Key Tasks and Responsibilities

Customer Focus • Applies a customer focussed mind-set when managing any customer driven task or enquiry. • Provides accurate information to customers on all service level issues. • Follows up job progression and communicates with customers at relevant intervals throughout the process. • Liaises with other offices to ensure that all customer service decisions and actions are harmonised across sites. • Acts as the primary, outward-facing point of contact within the company for customer service matters, portraying an enthusiastic, courteous and professional communication style and approach. • Manages communication with customers in accordance with the company’s exacting standards. • Builds and establishes positive working relationships with external partners. • Provides exceptional customer service via professional and timely communications. • Confident when liaising with Senior Management, both internal and external. • Provides bespoke resolutions to complex client queries, whilst maintaining brand and company standards.

Administration & Operational Focus • Maintains accurate records of discussions or correspondence with customers. • Carries out other reasonable duties as required and commensurate with capabilities.

CANDIDATE PROFILE POSITION:

The person fulfilling this role should have the ability to absorb and impart information to others on a factual basis within a specialist/technical area of expertise. Situations involving people and the maintaining of goodwill are also important. The individual should have persistence, be thorough, systematic and precise and have an innate need to get things right. Ideally the person in this position should have the ability to adhere to rules, procedure and detail whilst maintaining quality and ensuring standards are met.

Key Areas of Competence • Encourages others to communicate effectively and efficiently at a level that is understood by all thus developing a culture of participation and involvement. • Smooths relationships when difficult circumstances prevail and develops a culture of trust both within and outside the team. • Creates a network of contacts across various disciplines that provide advice on what resources are available both within or outside the organisation. • Provides the best solutions in terms of quality and cost. • Gathers facts and figures, monitors self and others and achieves goals in a timely and factual manner. • Motivates people to give their best results, where relevant praising them when things go well and appraising them of improvements which can and should be made. • Supports others and provides practical knowledge, competence and expertise. • Remains self-controlled and prepared to listen to what others think and feel. • Is non-confrontational when handling or involved in conflict situations.

Experience and knowledge of working within a Luxury Customer Service environment • Educated to GCSE level with a minimum Level 5/Grade C in Maths and English, or equivalent • Excellent communication skills, professional and empathetic in both spoken and written correspondence • Strong interpersonal skills with proven experience in building relationships and adept at creating and maintaining goodwill • A skilled and experienced administrator • Good organisation, task and time management skills, with a systematic and logical approach • Capable of working to a high specification with persistence to see matters through to conclusion • I.T. proficient (Microsoft) with an aptitude for learning and working with bespoke in-house business systems