Customer Coordinator

2 weeks ago

Birmingham, United Kingdom Fortem Solutions Ltd Full time

**The Role**
Due to rapid growth and continuous success we are currently recruiting for a Customer Service Coordinator to join our team based in our head office in Birmingham. As a Customer Service Coordinator, you will be responsible for supporting the Customer Service Manager in the root cause analysis of compliments and complaints received, to ensure clear trend paths are identifiable both in areas of best practice and service risk. With a focus on the strength and conditioning of our service, you will represent your findings in meetings with both our client and internal workforce. As the front line of complaints investigation for any stage 1 and 2 complaint or MP enquiries, you will have an aptitude for research and an eye for detail. Co-ordinating complaints resolves and running the diary reminders of all relevant management, you will manage the record entry for all escalated customer feedback. This role promises variety and opportunity to work amongst a like-minded team dedicated to service excellence and innovation. Benefits: - 25 days annual leave + bank holidays & your birthday off - Pay review every January - 26 weeks full pay maternity leave - 8 weeks full pay paternity leave - Discounted gym memberships at national and local gyms - Up to £3,000 colleague referral fee - Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more
**The Project**
Key Responsibilities: - To develop and improve local engagement links with client and customer groups - Analyse feedback from customers and their representatives - Manage and report customer satisfaction surveys - Manage complaints log and cascade in You will need to be pro-active and organised to enable you to ensure the interactive planner is clear (today and historically).
**Essential and Desirable Criteria**
**Personal Qualities**
**Additional Information**
Some flexibility in working patterns is to be expected. We offer you a bright future, one where you will have the opportunity to develop your career with a fast-moving, forward-thinking company, who recognises and rewards your achievements.
**About Us**
Here at Fortem we are passionate about people, with a real focus and drive around continuous development. We strongly believe that this passion has allowed us the success we have enjoyed in recent years. Above everything else you will be joining a values based business: our values are at the centre of every activity we undertake. Having the right talent, coupled with the right culture and values, ensures that we have a sustained future and a trusted brand in our respective markets.
Job Reference: FOR03163

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