60 Customer Service jobs in Eastbourne

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team goals.
• Handle complex customer inquiries and complaints, providing timely and satisfactory resolutions.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new and existing staff on product knowledge, service standards, and best practices.
• Analyze customer feedback and provide insights to relevant departments for service and product enhancements.
• Manage daily operations of the customer service department, ensuring adequate staffing and efficient workflow.
• Act as a liaison between customers and other departments to resolve issues effectively.
• Maintain accurate customer records and interaction logs.
• Contribute to the development of knowledge base articles and support documentation.
• Ensure compliance with company standards and regulatory requirements.
• Foster a positive and customer-centric work environment.

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to train and mentor team members effectively.
• Strong organizational and problem-solving skills.
• Detail-oriented with a commitment to accuracy.
• Experience in the (Specific Industry - e.g., Tech, Retail, Finance) sector is advantageous.
• Ability to work under pressure and manage multiple priorities.
• A passion for delivering exceptional customer experiences.

Job Title - Customer Service Executive

Reports to - Customer Services Team Leader

Department - Operations

Salary - £25,000

Location - Shoreham by Sea/Bellshill

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1000 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

We are now recruiting for a Customer Service Executive.

As part of the team, you'll be responsible for delivering exceptional Customer Service support to Focus Group customers.

Principal Responsibilities

• Manage incoming telephone calls & email correspondence from customers
• Identify, investigate and resolve a query, complaint or general enquiry from customers
• Communicate with customers moving to other providers with the aim to maintain services
• Meet set targets & expectations for ensuring the best possible customer experience
• Record and track interactions with customers on the Focus Group CRM system
• Follow industry & company guidelines in relation to a customers’ contract with Focus Group
• Keep up to date with industry regulatory changes
• Keep up to date with any changes Focus Group make

Requirements

• Proven track record of delivering a high level of customer care & service
• High standard of phone skills and written communication, including numerical skills
• Problem solving
• Multi-tasking
• Organised and motivated
• Ability to work on their own and within a team environment
• Competent PC skills; email, word, CRM packages

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

IND1

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Oversee daily operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Monitor customer service performance metrics, identifying trends and implementing strategies to improve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs for new and existing team members on products, services, and customer service best practices.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and implementation of customer service policies and procedures.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.
• Identify areas for process improvement and implement solutions to enhance efficiency and customer experience.
• Liaise with other departments to resolve complex customer issues and communicate customer feedback.
• Ensure compliance with company standards and service level agreements.
• Assist with scheduling and workload distribution to ensure adequate coverage.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated leadership and coaching skills, with the ability to motivate and develop a team.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in customer service software and CRM systems.
• Ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Knowledge of customer service best practices and industry trends.
• A passion for delivering exceptional customer service.
• Proficiency in standard office software (e.g., MS Office Suite).
• Experience in a hybrid work environment is beneficial.

Do you want to be part of creating a safer world? Without thinking about it, you meet us in your everyday life – at home, in transit, and at work. We are at the airport, where you commute, where you work, play and shop. Diverse in our offering, our customer outreach and in our mindset, Gunnebo Entrance Control is leading the transformation of the security business through digitalisation and connectivity for the continuous developments of smart entrance control.

If you are passionate about being part of an exciting transformation journey working with a global, multi-cultural and highly motivated organisation, this is the opportunity for you. Gunnebo Entrance Control is small enough to see your ideas come to fruition, and big enough to realise your career goals.

Role Overview
Our Maresfield office is looking for a Customer Service Coordinator to join the team on a 12 month FTC.  Our Customer Service team seeks to provide first-class service to our clients and this role is integral to fulfilling that promise! As a Customer Service Coordinator, you will play a crucial role in supporting the service department's overall function by providing world-class service to our clients every day.

Responsibilities

• Address and resolve customer inquiries and concerns in a timely and efficient manner via email and telephone
• Build expert, dynamic knowledge of the company’s products and services
• Document and report recurring customer feedback and issues.
• Support colleagues deal with difficult customer situations
• Monitor and manage customer feedback and satisfaction metrics.
• Provide insights based on customer feedback to assist in business decision-making.
• Create invoices for customers/chase outstanding payments.
• Schedule engineers' workload.
• Process parts requests from engineers.
• Manage customer accounts – build relationships/rapport with these customers
• Coordinate with Service Engineers and Customers to process staff vetting requirements.
• Update customer portals with relevant information/documentation
• Fulfil any other reasonable requests as determined by the company, aligning with the role, skills, and experience.
• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
• Ensure that our customers moving from product warranty period to regular operations are introduced to our service offering and its benefits
• Upsell contracts when non-contracted customers reach out to us for service support, as well as support identifying service opportunities from the existing customer base overall
• Ensure that our service opportunities are systematically followed up
• Guarantee timely service contract renewal, supporting overall customer retention through exceptional customer service and experience.

• Previous experience of working in customer facing role within a fast-paced environment.
• Excellent Microsoft office skills
• Prior experience of working with key accounts
• Experience within sales is advantageous
• Growth mindset
• Excellent listening and communication skills
• Team Oriented
• Excellent multi-tasking/attention to detail
• Ability to remain calm under pressure
• Excellent problem-solving skills
• Being able to connect instantly and build rapport easily
• Proven track record of exceeding targets
• Able to demonstrate you are obsessed with giving great service
• Experience of working with ERP systems is advantageous
• Flexibility, sometimes things change and so will your priorities

About Us

The Gunnebo Group is a global leader in security, offering innovative products and services to protect and control the flow of people, and to safely secure valuables. Through our businesses and customers in retail, public transport, public and commercial buildings, industrial and high-risk sites and banking, we operate worldwide through our 3,400 employees, 25 country locations and 10 production facilities. Serving customers in over 100 markets, together we create a safer world.

Gunnebo Entrance Control specialises in entrance control solutions that enable our customers with increased efficiency, safety and end-user experience. Our wide range of products are designed to create a safe environment without restricting freedom of movement, whether it is to enter the lobby of a company, a supermarket, an entertainment area, an industrial area or public transport. We shape the future of people flow management.

Diversity Statement

Gunnebo Entrance Control is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our products so unique. We welcome applications from all backgrounds and employment decisions are made without regards to race, colour, religion, origin, sexual orientation, gender identity or expression, age, disability, or any other dimension of diversity.

At Freedom Leisure we can offer a friendly working environment that brings lots of variety every day.

If you like talking to people, this is definitely the role for you. We understand that engaging with customers and colleagues is not as easy as it sounds and sometimes comes with experience. We will provide all the training needed to be a successful Receptionist but we also believe that employing people from a mix of employment backgrounds can offer a wider benefit to our team, some of which might be in their first ever job and need more support from their colleagues.

In the role of Customer Service Assistant, you will ensure the best levels of service are achieved for our customers through offering a friendly welcome. We are looking for somebody to work in our newly refurbished bar in our bowling alley - Strikes (18+)

If you want to progress further, we will support this through additional training, both formal and on the job will be key. However, we also appreciate that not everyone wants to ‘move up the ladder’ and that’s absolutely fine with us. What is really important is that you are happy in your work.

At Freedom Leisure we welcome our diverse local community to our centres every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Freedom Leisure, You Matter!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. We aim to be the employer of choice within our industry and we strive for this every day.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: Casual hours, as and when required.

Requirements

• To serve the leisure centre’s customers using exceptional customer service skills
• Promote and sell the different products that Freedom Leisure offer
• Experience of serving customers in a face to face environment
• Ability to prioritise
• Team orientated approach
• To be friendly, helpful and polite
• Applicants must be over the age of 18

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• Flexible working hours
• Training and development provided
• Paid annual leave
• Fun and busy environment
• Discounted Staff Membership
• Potential permanent work opportunities
• Opportunities to build an exciting career
• Rewarding role supporting health & fitness in the community

Closing date: 16th February 2024

Salary: up to £10.42 per hour

At Freedom Leisure we can offer a friendly working environment that brings lots of variety every day.

If you like talking to people, this is definitely the role for you. We understand that engaging with customers and colleagues is not as easy as it sounds and sometimes comes with experience. We will provide all the training needed to be a successful Receptionist but we also believe that employing people from a mix of employment backgrounds can offer a wider benefit to our team, some of which might be in their first ever job and need more support from their colleagues.

In the role of Customer Service Assistant, you will ensure the best levels of service are achieved for our customers through offering a friendly welcome to our centres and helping our customers by serving them at the till or just by answering their queries.

If you want to progress further, we will support this through additional training, both formal and on the job will be key. However, we also appreciate that not everyone wants to ‘move up the ladder’ and that’s absolutely fine with us. What is really important is that you are happy in your work.

At Freedom Leisure we welcome our diverse local community to our centres every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Freedom Leisure, You Matter!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. We aim to be the employer of choice within our industry and we strive for this every day.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

Hours: 6.5 hours per week, Saturday's (Rota basis)

Requirements

• To serve the leisure centre’s customers using exceptional customer service skills
• Promote and sell the different products that Freedom Leisure offer
• Experience of serving customers in a face to face environment
• Ability to prioritise
• Team orientated approach
• To be friendly, helpful and polite

Benefits

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind, so what can we offer you?

• My Staff Shop, our very own staff benefit scheme, gives employees access to a great range of benefits. Get discounts on cinema tickets, travel bookings, high street e-vouchers, gift cards, days out, leisure activities and your day to day spending.
• Discounted Staff membership (including family members)
• Incremental holidays
• Employee Assistance Programme - 24/7 confidential, independent and professional counselling.
• Company pension
• Various insurance and saving schemes
• Financial advice
• Cycle-to-work and Car Leasing tax-efficient schemes (salaried staff only, depending on earnings)
• All this as well as fully funded training and career progression opportunities in a team working environment

Closing date: 29th March 2024

Salary: up to £10.42 per hour