Customer Service Co-ordinator

Job Title: Customer Service Co-ordinator
Location: Tunbridge Wells
Salary: £25,000 - £30,000 per annum + benefits
Hours: Full Time, 9.00am - 5.30pm. Office Based - Monday - Friday

Are you passionate about delivering excellent customer service?

Do you thrive under pressure and have the confidence to handle challenging situations with professionalism and empathy? If so, read on!

As a key support to the Customer Service Manager, you'll play an important role in resolving escalations, handling complaints, and ensuring customer concerns are managed quickly, fairly, and in line with company policy. You'll be the kind of person who takes pride in turning a difficult interaction into a positive outcome.

This role is pivotal in managing customer feedback, identifying areas for improvement, and maintaining a consistent, customer-first approach. The successful candidate will be responsible for ensuring all complaints are addressed efficiently, professionally, and in alignment with the company's values and policies.

Responsibilities:

• Support the Customer Service Manager in the resolution of customer escalations and complex complaints.

• Maintain and update a centralised log/database of all customer complaints, ensuring accuracy and compliance.

• Provide regular and ad-hoc reports on complaints data, including trends, root causes, and resolution times.

• Take ownership of specific customer complaints and ensure resolution in a timely and satisfactory manner, aiming for first-contact resolution when possible.

• Liaise with internal teams to gather information and coordinate resolution of complaints.

• Ensure all interactions are handled professionally, empathetically, and in accordance with the company's Complaint/Escalation Policy.

• Contribute to the continuous improvement of customer service processes and policies based on customer feedback.

Skills Required:

• Previous proven experience in a customer service or customer complaints role is essential for this position.

• Experience handling customer complaints and escalations/resolution management.

• Familiarity with CRM systems and strong IT skills.

• Strong administrative skills with attention to detail and organisational skills.

Apply today for consideration for this exciting, no two days the same role!