Customer Service Coordinator

4 weeks ago


London, UK, United Kingdom Hirobe Limited Full time

Job Title: Customer Service Change Coordinator

Location: Chertsey, Surrey

Working Arrangement: 3x a week on-site, 2x remote

Job Type: Full-time, 12 Month Fixed Term Contract

Salary: Up to £45,000 PA


PURPOSE OF THE JOB:

The Customer Service Change Coordinator role in the Operations team will be responsible for supporting the eStore in achieving its goals and serving customers effectively. This includes managing change across the eStore Customer Service team and ensuring that operational processes are clearly understood by all customer service agents. Ensuring effective communication between relevant stakeholders from Commercial Operations and Customer Service teams is also key.



KEY ACCOUNTABILITIES:

  • Reporting to the Customer Service Change Manager.
  • Daily/Weekly/Monthly monitoring of KPIs to measure the effectiveness of the customer journey.
  • Collaborating closely with the Customer Service Change Manager to develop a continuous programme of customer experience improvements.
  • Working with various support teams to promptly resolve any issues impacting the customer experience.
  • Providing consistently high levels of service to support day-to-day eStore operations.
  • Collaborating with the Commercial Teams to ensure promotional activity is correctly set up and communicated to the customer service teams.
  • Gathering and analysing returns data.
  • Interpreting gathered data and submitting reports to relevant department heads and management.
  • Identifying patterns and trends in the analysed data.
  • Assisting the Operations Team and other teams in drawing up business goals and needs.
  • Establishing new data gathering and analysis techniques within the Operations.
  • Formulating procedural manuals for the eStore Ops department.
  • Assisting with the creation of Customer Service training modules.
  • Preparing training briefs that can be shared with the Customer Services team.


SKILLS AND ATTRIBUTES:


Essential

  • Proficient in MS Office 365 applications
  • Organised, efficient, self-motivated, and solution-oriented individual
  • Ability to work well both individually and as part of a team
  • Adaptability to change
  • Excellent verbal and written communication, along with time management skills
  • Detail-oriented with strong follow-through
  • Willingness to travel as required
  • Ability to develop strong relationships with peers and cross-functional business partners
  • Strong execution skills


EXPERIENCE:



Essential

  • Previous eCommerce operational experience


HOURS OF WORK:

37.5-hour week. Some weekend and evening work may be required for emergencies and projects.


BENEFITS

  • 25 days annual leave
  • Up to 15% discretionary performance-based bonus per annum (following successful completion of probation period)
  • Defined Contribution Pension (up to 4% employee, up to 8.5% employer)
  • Permanent Health Insurance
  • Private Medical Insurance (starting from grade CL2-III)
  • 4x Life Assurance
  • £55 per month Flexible Benefits allowance (following successful completion of probation period) e.g., gym, travel insurance, life assurance, health assessment, dental insurance, etc.



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