Customer Experience & Relations Coordinator

Full Job Description

Our client, who is a leader in providing an excellent service both in the field in the services they provide and also with the customer contact received to their contact centre are looking for a competent Customer Relations and Experience Coordinator who can be responsible for the management of the Compliments, Complaints, Customer Portal, Customers Satisfaction and Customer Texting Service.

Working in a contact centre environment you must be focused on delivering customer service excellence to ensure the right outcome are achieved. You must have a positive, professional, and versatile attitude at all times. You will need to have excellent interpersonal skills and maintain a level headed approach when dealing with contentious situations.

To be successful you will need to have a minimum of 2 years Customer Service Experience with previous complaint or dispute handling and investigation experience.

Duties include

• Managing the end-to-end process for all information received maintaining the Compliments and Complaints register and customer portals.
• Ensure Compliments and Complaints are being dealt with in a timely manner.
• To provide customer service excellence for all internal and external customers.
• Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.
• Manage customer satisfaction feedback to identify issues to resolve immediately and trends to be addressed for continual improvement.
• Use data and measures to monitor performance of Complaints and Compliments that identify areas for improvement.
• To assist with any other administrative activities that are required to support the team, to effectively manage the service.

Skills required

• Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.
• Possess good interpersonal skills and ability to communicate at all levels in a professional manner.
• Able to communicate with the wider teams and be able to remain professional even when issues are contentious.
• Have an empathetic, patient and positive attitude.
• A confident and professional telephone manner.
• Have good intermediate computer skills in all MS Office applications and be very comfortable with using MS Excel to manage registers and manipulate data.
• Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.

Working hours

8.30 – 5pm Monday to Friday (40 Hours per week)