Customer Care Coordinator

4 weeks ago

SouthendonSea, United Kingdom Ergea UK and Ireland Limited Full time

Purpose of the role

Responsibilities

  • Provide outstanding customer service to improve customer satisfaction and nurture client relationships
  • Operate with self-awareness inspiring a culture of continuous improvement
  • Place customers at the centre of everything you do, understanding their wants and needs
  • Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service

Key accountabilities

  •  Working as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures
  • Coordinating the daily work flow for the management of service delivery to assigned customer contracts
  • Answer all telephone calls promptly and appropriately, in line with contractual obligations
  • Proactively resolving customer enquiries within first contact
  • Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks
  • Setting client expectations and striving to exceed these at all times
  • Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service
  • Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements
  • Produce client facing estimates and quotations
  • Process purchase orders
  • Coordinate email traffic within the central shared inboxes
  • Upload data from service intervention records into the CMMS
  • Provide cross-functional support for other sub teams where required

Capability profile

NVQ 1-4 Customer ServiceDesirableVocational Customer Service CertificateDesirable

Skills

Excellent verbal communicationEssentialExcellent written communicationEssentialIntermediate IT skills to include Excel, Word and OutlookEssentialSelf-motivated with a flexible can do attitudeEssentialAdaptability to changeEssentialGood inter-personal skills, must be able to work as part of a team as well as individuallyEssential

Experience

Working in a call centre environmentEssentialUnderstanding and monitoring service level agreementsDesirableAbility to recover customer conflict through the use of positive languageDesirableAn understanding of medical equipmentDesirableAbility to manage multiple stakeholders simultaneouslyEssential

Languages

EnglishEssential

Other

Ergéa Quality Assurance and Environmental and Health & SafetyComply with policies, and work to maintain a high standard of customer service and protect the safety and health of you, your colleagues, our customers and members of the public. Promptly raise any concerns regarding potential violations of the policies.
DBS - Disclosure & Barring Service disclosure (formally Criminal Records Bureau disclosure)

A DBS Enhanced Disclosure is required for all applicants.

 

The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.

ERGEA is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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