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My client is looking for a Customer Service Coordinator based in Lichfield, you will report to the Head of Customer Services and provide world-class customer service support function to Franchisees and customers across all market sectors. You will be required to build and develop strong working relationships with the Franchisees, promoting a collaborative and mutually respectful partnership. You will be required to understand the franchisee's business objectives and the support they will require at various stages of the company's journey. You will uphold our company values and handle all franchisee queries in a professional, consistent manner and in line with the Operations Manual and Ensure smooth and timely completion of administrative aspects of Franchisee and end-customer working relationships. This is a Full time, onsite £24-25k, plus company benefits. Duties of the Customer Service Coordinator: Handle incoming calls, emails, WhatsApp, and other social media messages in a professional, friendly manner within given timescales and in-line with company procedures. Deliver a 1st line resolution to customers' sales, technical, marketing, and national account queries. Manage orders through the franchisee order portal, producing all necessary documentation for shipments and handling haulier logistics and queries relating to franchisee orders and deliveries. Process and distribute all national account portal orders, emailed purchase orders and new launches, ensuring that all orders are delivered to time and quality. Handle complaints to resolution using Sage CRM to record all information and track progress. Maintain regular and open communication with outbound calls to the franchisee network, gathering quantitative and qualitative feedback on product, service and local success stories and record in Sage CRM. Page 2 Customer Service Coordinator Jan 2023 Liaise with internal departments to resolve operational issues and deliver franchisee feedback to improve internal processes. Administer invoices, credit notes and month end processes. Maintain the information on the order portals, websites and databases using Word Press, Magento and access database systems. Provide up-to-date, market relevant, technical and product information to franchisees, customers, and internal staff. Have an in-depth knowledge of company products and procedures to provide effective and efficient all-round business support service to the franchisee network. Management of departmental product, technical and specialist knowledge management systems ensuring the capability to give accurate and real time information to all our customers. Set-up special order requests, raw materials and product concept requests and communicate decisions. Make valeting course bookings, take payment, and liaise with stakeholders when required highlighting any concerns with course occupancy. Individual management of allocated projects and tasks. The Ideal candidate should possess: Excellent communication and interpersonal skills Friendly and professional telephone manner Ability to communicate with people at all levels. Team orientated & Self-motivated. Able to deal with customers in a calm and composed manner. Highly motivated with a positive attitude Please click "APPLY" or call Ruth Flukes on for more information or email
Job title - Customer Service Agent Location - Islington, N1 Contract - Temporary ongoing Hours - Full Time 35 hours Start Date: ASAP We are currently recruiting for a Customer Service Agent, you will be responsible for providing exceptional customer service to clients in one of the company's hub locations. This is a full-time, face-to-face role that requires excellent communication and problem-solving skills, the role will be to support residents to access services by signposting to self-serve for those that can, supporting residents with assisted self-serve, whilst embedding strengths based conversations to support remaining residents with complex needs who will require a more wrap-around support package Duties would include: Signpost into the community and/or other company services, where appropriate, whilst also encouraging the use of self-serve for those that can and to support others with assisted self-serve. To partake in quality conversations with service users by offering support with presenting need but also the underlying needs and issues using a strengths-based approach by making every contact count. To work collaboratively with other services to embed prevention and early intervention into the company's approach to ensure those with more complex needs are provided with a wrap-around support package. To deal with complex enquiries across all access channels i.e. telephone, face-to-face, email and written correspondence in accordance with customer care strategies and corporate policy. To use the relevant technology systems to provide high-quality accurate advice. To comply at all times with the dress code and/or to wear the uniform provided. To maintain records and produce statistics where necessary. To correctly handle in-coming post and link correspondence with existing files and to register applications for financial assistance from customers on the Corporate CRM within agreed timescales. Essential criteria and experience: Good experience of complex customer service delivery either face to face or on the telephone, dealing with the public directly in a service provider environment. OR Good experience in the public sector working in front-line service delivery either face to face or over the telephone. Experience of working with a diverse community in a resident-focused environment. Experience of using IT & telephony systems and administrative procedures in a customer-focused organisation. Ability to work collaboratively amongst a range of company services and voluntary partners. Ability to partake in quality conversations using a Strength's-Based approach to explore residents' holistic needs. Ability to deal with simple and routine face to face, telephone and electronic enquiries in a tactful, courteous and efficient manner. Ability to communicate appropriately and effectively with clarity both orally and in writing. Able and willing to be flexible and responsive in relation to working times, patterns and locations. Understanding of equalities issues and commitment to achieving equality of opportunity in service delivery. If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on or send an E-Mail to