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We are recruiting for a fantastic opportunity to join a brilliant small business as a Customer Care Administrator where you will be supporting the Customer Service team taking on various responsibilities, from talking to customers via telephone and email, maintaining good relationships with the customers, and dealing with any queries, escalating the more complex enquiries. Taking ownership of the customer relations. The Customer Support Administration Role Within this role, you will be looking after the order process as part of a team. More specific duties would include: Setting up new customers in the system. Handling customer queries through telephone and email, escalating any complex enquiries to the appropriate client department. Creating and sending out letters and documents to customers. Sending out payment reminders. Coordinating with internal teams. The Ideal Candidate for this Customer Care Administration role Having excellent communication skills is essential, dealing with customers in a confident manner. Being able to work well within a team and also independently. Having a great work ethic with a 'can do' attitude. You will be given a range of tasks and challenges on a daily basis and you need to go the extra mile to ensure that the customers receive a high quality service. Additional Information If you find that this role is a suitable match with yourself please apply today for this role by clicking on the apply button. As we anticipate a large volume of applications we are unfortunately unable to respond to each individual application. We will contact you within 3 days if we are able include you on the shortlist, so after this time please assume you have not been successful.
Customer Service Manager (Contact Centre) £37,500 - £40,000 St Albans The Customer Service Manager will provide market-leading customer satisfaction in conjunction with a team of customer service representatives. You will have proven experience of motivating and driving performance and development within a team. The Manager will be assertive; possessing strong decision-making and communication skills with the ability to work accurately to strict deadlines. With a passion for qualitative service, you will enjoy the challenges of problem solving and thrive in a stimulating environment. Main responsibilities: Allocate cases to Customer Service team daily and ensure SLAs are met. Run weekly management reports for Operations teams and present a monthly slide deck to the executive team on caseload headlines, changes, risks etc. Facilitate ongoing training and development of staff to deliver a high standard of customer care. Develop a communication method and regular updates to staff taking overflow calls, scripts and process in particular. Manage continuous improvement within the department, updating processes and systems to ensure that they are fit for purpose. Support the customer service team to ensure quality and productivity targets are met. Resolve all customer service complaint escalations (consumers and retailers). Lead with professionalism during periods of change, displaying motivating and encouraging behaviours. Utilise social media, telephony, and online systems with exemplary attention to detail. Take responsibility for communicating Disciplinary Issues, Absence, Conflict Resolution, Pastoral Care, Wellbeing Issues, Training, and all Feedback within the team. Maintain the CRM system, ensuring that it's kept up to date. About you: Minimum 5 years Management experience within a similar role Self-Motivated and ability to work well under pressure. Be able to work on your own initiative. Excellent verbal and written communication skills Positive expectations of success and delivery Experience leading a team to targeted KPIs. Empathetic, Decisive, Approachable and Adaptable Benefits: 22 days holiday plus bank holidays, increasing with length of service. Company pension Life insurance (x4 base salary) Private medical insurance Company events Free parking Supplemental pay types: Bonus scheme (discretionary) Company sick pay (discretionary)