Customer Queries & Process Optimization Coordinator

Vp Rail; Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Holiday purchase scheme

Pension scheme

Annual bonus

Life Assurance 3x salary

Share Save Scheme

Eye care vouchers

Cycle to Work

Health benefits

Employee discounts

Job summary

Vp plc seeks a proactive Customer Service Administrator to uphold high service standards across customer and supplier queries. You will work within defined SLAs, perform root-cause analyses, and contribute to business improvements to reduce invoice discrepancies with suppliers.

Role emphasizes collaborative teamwork, accuracy in using G42 and related systems, and a focus on delivering timely, effective resolutions while supporting margins and customer retention.

Qualifications

• Proven experience of providing a first-class customer service experience.
• Articulate communicator, enthusiastic, revenue focused and thrives in a team environment.
• Ability to prioritise workloads, work under pressure and to strict deadlines with a good attention to detail.
• Microsoft skills: Word, Excel and Outlook.

Responsibilities

• Respond to customer queries in a timely, professional and compliant manner within the defined SLAs.
• Respond to supplier queries in a timely and professional manner within the defined SLAs.
• Conduct root cause analysis on queries to prevent recurrence and drive continual improvements.
• Manage end-to-end processes to support customer retention and satisfaction.
• Aim to improve margins by addressing queries and ensuring accurate invoicing with suppliers.
• Utilise systems such as Softco, Zendesk, CXone and G42 efficiently to record outcomes.

Skills

Customer service

Communication

Prioritisation

MS Office

Tools

Softco

Zendesk

CXone

G42

Job description

Vp plc seeks a proactive Customer Service Administrator to uphold high service standards across customer and supplier queries. You will work within defined SLAs, perform root-cause analyses, and contribute to business improvements to reduce invoice discrepancies with suppliers.

Role emphasizes collaborative teamwork, accuracy in using G42 and related systems, and a focus on delivering timely, effective resolutions while supporting margins and customer retention.