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Customer Service Coordinator

About the role:

This role of the Customer Service Coordinator is a great opportunity for a motivated individual to join our talented Operations Team and be responsible for assisting the Customer Service Manager with the feedback and complaints processes and continuously improve the service we offer to customers.

 

It is a hands-on role, where you will work closely with colleagues and act as our main point of contact for feedback and complaints, assisting the Customer Service Manager to complaints provide a service that is second to none. You will assist the Customer Service Manager with the feedback process from start to finish, including liaising with the complaint owners to ensure response times are met, assist with reports on statistics, recommend service improvements and working with complaint owners and stakeholders to ensure that customers’ needs are met.

 

Key duties include:

  • Coordination and processing of general enquiries, complaints and Member’s enquiries in a timely manner.
  • Answer the phone, manage email inboxes, field calls and emails to the correct internal team members or signpost customers to external agencies.
  • Support the Customer Service Manager to manage complaints and Member’s enquiries, making use of relevant IT and CRM systems.
  • Assist the Customer Service Manager with the accurate recording, tracking, monitoring, reporting and analysis of feedback and complaints.
  • Liaise with colleagues and stakeholders to ensure complaints, Member’s enquiries and general enquiries are responded to in a timely manner.
  • Assist with duties relating to customer engagement, customer satisfaction and service including arranging meetings, customer liaison, document and digital management, attending meetings, taking minutes and assisting with reporting.
  • Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
  • Embed a culture of customer first, can-do attitudes, collaboration and positivity.
  • Provide advice, support and guidance to colleagues on responding to complaints and enquiries in line with policies and procedures.
  • Assist with the monitoring of performance and compliance relating to customer service and experience, taking action as required.
  • Assist in identifying common issues, trends and gaining insight thus improving customer satisfaction levels.
  • Build and maintain effective relationships with internal and external partners to in a spirit of mutual co-operation and trust, Sage’s collective strategic priorities.
  • Use your initiative to ensure that all staff understand service levels relating to complaints, satisfaction, engagement and customer service.
  • Work collaboratively with colleagues and make recommendations for improvements in procedures.
  • Deliver a customer-focused and proactive service to customers ensuring Sage’s service standards, principles, policies and procedures are adhered to by internal/ external partners.
  • Receive and distribute information and communications effectively.
  • Assist with improving the customer journey.
  • Maintain confidentiality and observe data protection guidelines in line with GDPR
  • Any other duties as directed.

 

About you:

  • Solid experience in customer service within a Social Housing or private sector development background.
  • Experience in using complaints systems and processes.
  • Ability to use Excel, OneDrive, Word, Outlook, Teams, SharePoint and PowerPoint.
  • Ability to use initiative to solve problems independently in a professional setting.
  • Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
  • Experience in customer service processes including engagement and satisfaction.
  • Ability to act efficiently and proactively; and make effective decisions within defined decision-making processes.
  • Organised and able to self-manage; motivated by own workload, priorities and deadlines.
  • Self-driven, accountable and embrace change and opportunity.
  • Proactive and take a creative approach to relationship-building and problem solving.
  • Decisive and able to work at a fast pace.
  • Have a natural customer focus, a can-do attitude and is a champion for the customer.
  • Confident and tenacious; resilient and hard-working.

 

Qualifications

A higher education qualification (e.g. Degree) and / or substantial relevant experience.

If you are interested in the role, please e-mail your CV to  jobs@sagehousing.co.uk.