Customer Service Coordinator

Job Introduction
**Speedy are the UK’s leading hire provider with the widest range of tools, specialist hire equipment, plant and support services - everything for every job**

**Customer Service Coordinator**, you will deliver great customer service to our existing and new customers and colleagues across the business. Your personal approach and calm nature will give our customers the confidence that you will get right to the root cause of their enquiry or problem. You will need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep our customers happy. You will be the first point of contact for our customers who may not be satisfied with the service they have received or may require support so you will need lots of patience and genuine empathy, but you will also be the one who puts a smile back on our customers’ faces.
- Communicates with the Depot Network and the wider Speedy business regarding customer requests and enquires.
- Close the loop’ by liaising and working with internal teams to ensure timely and accurate resolution of queries and completes in relation to our Voice of the Customer Programme within set SLA’s
- Proactively identify ways to improve Customer Satisfaction and raise the bar on our high standards.
- Manage and set up alerts for managers across the business in relation to Voice of the Customer system.
- Coordinate applicable action where necessary to ensure root cause is established during ‘Close the loop’ process.
- Champion process improvements for the department and share knowledge and best practice.
- We are looking for the perfect ambassador to join our Customer Services Desk.

We are looking for confident people with an instinct to help. People who give it their all, where no challenge is too big, no ask too great. Naturals when it comes to making conversation and at their best when thinking on their feet.

The purpose of this role is to deliver great customer service to our existing and new customers and colleagues across the business. Our customers depend on our products and services to complete their projects successfully and on time, so when things go wrong it can have a serious impact on their work and long-term relationship with Speedy, therefore we want to ensure our customers are satisfied with the overall experience with Speedy to enable our customers to deal with us easily and quickly.

Being part of the Customer Services Desk, you will build confidence in others, motivating and empowering the team, Speedy colleagues, and customers. You will inspire a positive atmosphere in the workplace and encourages enthusiasm, commitment, and team spirit to work better together.
- Excellent listening skills and natural empathy
- Top-notch troubleshooting and problem-solving skills
- A genuine passion for customer service
- A professional telephone manner
- Resilience, understanding and patience.
- Good verbal written and communication skills.
- Ability to work to targets.
- Able to prioritise workload, work under pressure and strict deadlines
- Can adapt to individual and operational change in a diverse and fast paced organisation.
- High level of integrity and trust
- Positive attitude and driven behaviour
- Accuracy
- Knowledge of Dynamics and Microsoft office programmes a desirable
- Ability to support your business unit/team to deliver our ESG Strategy - Decade to Deliver.

**What we offer**:

- 26 days holiday (plus bank holidays)
- Life assurance
- Pension Scheme
- Canteen facilities
- 95% discount across the Speedy brand
- Opportunities for training, development and career progression
- Voluntary Health Cash Plan
- My Staff Shop: discounts and offers for shopping etc. across many suppliers
- Green Commute Initiative: Work scheme for cycling
- Vita - Employee Assistance Program (EAP): Offers free and confidential support and counselling to help you through matters such as wellbeing, divorce, legal, and financial management

**Speedy offer a Career Line of Sight which enables a detailed understanding of the route to progression and growth within the Speedy Group.**

Please be aware that some roles within The Speedy Group UK&I may require a DBS, Credit or Security Clearance Check.

The Speedy Group is an equal opportunity employer where we embrace diversity in all its forms and fostering an inclusive environment for all people to do the best work of their lives with us.

Link below to our policies in line with our ESG Governance.

All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. All roles within The Speedy Group require proof of right to work in the UK by the start of employment.