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Customer Experience Coordinator
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Main purpose of role: To provide administrative support to the Customer Relations Team. Working with the Customer Relations Team to ensure accurate and timely response and logging of all feedback received. Carefully respond to and action GDPR requests. Responsible for collating and reporting figures for the Customer Relations Team.
Salary: £24,000Location: Teddington, TW11Hours: Monday-Friday 8.30am-5.30pm
Key Responsibilities
- Monitor online review sites, receive, register and respond to all incoming feedback including:
- Google Reviews.
- Trust Pilot.
- All Agents and Customer Experience forms.
- Add review testimonials to Google sheet for marketing.
- Responsible for assisting with the production of monthly figures including feedback and team stats.
- Respond to and accurately action GDPR requests to be unsubscribed or removed from our database.
- Assist Customer Relations Team with complaint files where needed.
- Assist in developing and documenting best practice for the teams.- Research new rating sites and make recommendations for additional monitoring.
- Provide support to Help & Advice teams when required.
Requirements
- Passion for customer service and upholding our service standards.
- Confidence to work as part of a busy team, dealing with colleagues at all levels.
- Excellent timekeeping and absence record.
- Enthusiastic, ‘Nothing is too much trouble’ attitude.
- Smart, well presented – uphold dress code.
- Ambassador for the company, always acting in the best interest of the company.
Skills
- Works in line with our Winning Ways.
- Customer Focused, Cheeky, Epic, Flexible, First, Team Orientated.
- Naturally inquisitive.
- Good written and oral communication skills.
- Confident working with Google and Microsoft suite of products including Sheets/Excel.
- Professional manner.
- Ability to maintain confidentiality in all dealings and correspondence.
- Highly organised & able to prioritise a varied workload.
- Able to work under pressure with excellent attention to detail.
- Flexible approach to work particularly during busy periods.
- Has a professional approach, demonstrating high levels of integrity.
- Able to demonstrate initiative along with a ‘can do’ approach.
Company Benefits
- Generous reward packages with uncapped commission
- Fast track career options
- Pension contribution scheme
- Comprehensive training programme from apprenticeship to industry qualifications
- Team and social events
- Birthday day off
- Generous holiday allowance, 25 days+ (including extra days for long service)
- Paid day off to volunteer at the charity of your choice
- Wellbeing support- Beauty and fitness discounts- Enhanced Maternity and Paternity- Season ticket loan- Cycle to work scheme including Forest bikes
