Client Care Coordinator

Taylor Rose TTKW Limited; Peterborough; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance client satisfaction. In this dynamic role, you will handle external complaints, manage client communications, and ensure a seamless client journey. Your ability to prioritize tasks and adapt to changing demands will be crucial as you work closely with colleagues to deliver exceptional service. If you are passionate about client care and thrive in a fast-paced environment, this opportunity is perfect for you to make a meaningful impact.

Qualifications

• Minimum of 1 year in a customer service role required.
• Excellent communication and IT skills are essential.

Responsibilities

• Handle external complaints and coordinate resolutions.
• Monitor online reviews and assist with customer queries.

Skills

Customer Service

Communication Skills

Problem Solving

Time Management

Teamwork

IT Skills

Tools

Case Management Systems

Job description

This role will involve but is not limited to:

• Handling external complaints and third party concerns, including liaising and coordinating with colleagues within time constraints to create resolutions.
• Updating and maintaining central systems and record keeping processes.
• Liaising with Head of Department/Deputy Head with insights.
• Monitoring online reviews and social media contact, attending to responses and assisting with logging and any required liaison and facilitating to aid with resolution.
• Where required, receive and handle all types of calls based on feedback for the business, creating a welcoming professional impression and providing excellent customer service on every call.
• Acting as a support function for receiving queries, both in the form of calls, emails and other messaging in system platforms as well as assisting with troubleshooting.
• Using case management and other systems tools to assist with calls and queries.
• General admin duties as and when required including management of central inbox.
• Working closely with colleagues to help deliver a seamless client journey.

About you - Skills & Experience Required:

• Must be Client focused, fanatical about delivering excellent service and wanting to find good and meaningful resolutions.
• Minimum of 1 year in a customer service role.
• Professional and self-motivated with a strong work ethic.
• Ability to work both independently and as part of a team whilst overall being a strong Client Care team player living by Taylor Rose’s Company Values and also helping to deliver the Client Care objectives and goals.
• Excellent communicator and listener, with strong IT and literacy skills.
• Ability to manage a demanding workload with varying deadlines, with the ability to power up at busy times and rise to the challenge with a positive can-do attitude.
• Ability to prioritise tasks and easily adapt to change.
• Excellent at creating an exceptional first impression and being a brand ambassador.
• Ability to create good rapport with colleagues and constructively challenge colleagues and feedback information as appropriate at varying levels as and when required.

Company Core Values:

• Aspire: challenge convention, entrepreneur with energy for change, to be the best that we can be.
• Innovate: creatively evolve our working practices, using revenue & resources in a virtuous circle of improving our people, systems and growth.
• Integrate: bringing together people and systems into a cohesive force.
• Commitment: to delivering excellence client experience, working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage.

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