Change Coordinator (Customer Service)
12 month rolling contract
Up to £45,000 plus excellent benefits
You will ensure teams are informed of new features/functions, identify issues in the customer experience journey, deliver change to streamline processes and working with business analysts to improve platforms and systems which ultimately help drive better customer satisfaction and best practice.
Duties:
- Daily/Weekly/Monthly monitoring of the important metrics which measure the effectiveness of our DTC customer journey
- Working closely with the Customer Service Change Manager to develop a continuous programme of customer experience improvements
- Work closely with the various support teams to ensure any issues impacting the customer promise and experience are resolved promptly
- Providing a consistently high level of service that supports day-to-day estore operations
- Working with the Commercial Teams to ensure promotional activity is set up correctly and communicated to the customer service teams.
- Gathering and analysing returns data
- Submitting reports to the relevant department heads and management
- Finding patterns and trends in the analysed data
- Supporting the DTC Operations Team and other teams draw business goals and needs
- Establishing new data gathering and analysis techniques within the DTC Operations
- Formulating procedural manuals for the estore DTC Ops department
- Assisting with Customer Service training modules
- Putting together training briefs that can be shared with the Customer Services Team
What we need for this role
- The role requires significant experience/evidence of being a change agent in the online operations space. They will need to continue to build strong communication channels across the various teams.
- Experience in a DTC Operations team or DTC CX team.
- Effective partner management.
- Strong analytical and excel skills.
- Good understanding of eCommerce order flow and supply chain procedures
- Experience of delivering internal communications, working cross functionally to deliver results
- Strong interpersonal skills are also essential to effectively interact with teams, across all areas and levels of the business.
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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
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Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.