Job Description
Job reference: 000562
Salary: £23,195 per annum, increasing to £25,195 upon successful completion of your probation
Closing date: 01/05/2023
Location: Bede Island - Leicester
Employment type: Permanent
Hours Per Week: 35
A little bit about what we are looking for...
Reporting to the Service 24 Team Leader, the Service 24 Coordinators will motivate, inspire, support, and develop our advisor team to ensure our customers experience a high-quality level of service every time.
The shifts for this role will work on a rota basis; You will be working from 10am - 8pm, 4 days on with 4 days off. Please be aware this role will require you to be in the office with no option for homeworking.
Your responsibilities...
- Offers effective positive and constructive feedback to drive performance
- Reduces call escalations through effective coaching and support and handle escalated calls
- Creates and fosters a positive, successful, and professional work environment
- Offers frequent formal and informal recognition
- Communicates business strategies and results to advisors, empowering them as they resolve customer issues
- Provides timely feedback to the management team on customer trends, issues and needs
- Resolves operational and interdepartmental problems quickly
- Ensures that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
- Ability to work evenings, weekends, or varied shifts as assigned
- This job requires reliable, predictable, and consistent attendance
- Become subject matter expert on processes, procedures, and policies
- Accept and respond to escalated calls, emails, chats, and social media inquiries from Customers in a timely manner
- Answer queries from advisors regarding operational questions
- Provide support to advisors in their day-to-day activities
- Assist as training support new starters
- Assist with coaching and mentoring advisors to meet department and personal goals
- Identify and propose solutions to bottlenecks, system issues
- To have a service first approach ensuring that calls take priority over any other duties
- Be the first port of call for out of hour’s advice guidance and support, ensuring that key departmental and business messages are communicated to the team
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.
Our ideal candidate...
We'd be looking for you to be resilient, work well under pressure and possess strong communication skills. You should be confident in using IT systems and CRM databases and have strong decision making and problem-solving skills. Previous experience in a customer service environment and knowledge of customer service techniques is essential, ideally within an emergency call centre/out of hours type role before, as well as experience within coaching and developing others.
AGENCIES: We know where you are if we need your support so please do not contact us.
Job Types: Full-time, Permanent
Salary: £23,195.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free fitness classes
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
Work Location: In person