Customer Support

2 days ago

Blackburn, United Kingdom Granby Marketing Services Full time

**Job Summary**

**Accountable for**:

- Assist customers with delivery status updates, courier returns, and exchanges, providing clear and accurate information.
- Carry out a range of processing tasks and handling of customer ensuring relevant productivity and quality measures are achieved in line with specified process and procedures.
- Take ownership of customer problems, solving them at first point of contact, providing guidance and solutions and escalate when required, ensuring that customers are regularly updated throughout the resolution process.
- Address and resolve customer complaints or issues in a timely, professional, and empathetic manner.
- Deal with customer data ethically and in accordance with the ISO27001 and Cyber Essential plus requirements.
- Maintain accurate records of customer interactions, transactions, and feedback for future reference and analysis.
- Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues.
- Contribute to the continuous improvement by identifying and taking ownership of opportunities.
- Report recurring problems or service inefficiencies to the Senior Customer Support for improvement.
- Support wider business to ensure that performance standards and business objectives are met.
- Work closely with other customer service agents and departments to resolve any cross-functional issues.
- Contribute to the development of customer support resources, including FAQs and support documentation.
- Build long lasting professional relationships with customers that will exceed their expectations.

**Other**:

- Any other admin duties as requested.
- Follow company policies and procedures.
- Looking for continuous improvement opportunities.

**KPI's measured against**:

- Absence levels.
- Lateness.
- Client satisfaction results (CSAT).
- Client SLA’s.

**Attributes**:

- Be _**curious**_ - in our relentless quest for better solutions.
- Be _**agile**_ - as we look to deliver value added solutions to rapid change.
- Be _**collaborative**_ - in the way we work towards solutions for everyone in the process.
- Be _**resilien**_t - as we drive to move forward with innovative solutions and processes.
- Be _**respectful**_ - of our clients, colleagues, partners, ideas, industry and our planet.
- Be _**solution focused**_ - in everything we do, and ensure all activity is directed to achieving agreed goals.
- Be _**supportive**_ - of our people, our community, our initiatives, our company and our clients.

**Job Types**: Full-time, Permanent

Pay: £22,880.00-£23,846.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Health & wellbeing programme
- Life insurance
- Profit sharing

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: In person

Application deadline: 05/05/2025
Reference ID: Customer Support

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