Customer Service Coordinator

First Response Group; Leeds; On-site; GBP 22,000 - 28,000; Full time

Job summary

A community-focused organization in Leeds is seeking a Customer Service Coordinator to enhance their commitment to outstanding service. In this role, you will manage customer inquiries, resolve complaints, and support staff training. Ideal candidates should possess strong communication skills and organizational abilities, ensuring high customer satisfaction. This position offers opportunities for professional development.

Benefits

Training and development

Paid holiday allowance of 5.6 weeks per year pro-rata

Referral Scheme - 100 successful referral

Uniform

Healthcare package which includes access to EAP

Statutory Pension Scheme

Qualifications

• Strong customer service skills with excellent communication and phone etiquette.
• Computer literacy and proficiency in basic software applications.
• Good organisational skills and effective time management.

Responsibilities

• Handling customer enquiries via phone, email, or in person and providing accurate information.
• Addressing and resolving customer complaints in a timely and professional manner.
• Managing and processing orders, forms, applications, and requests.
• Communicating and coordinating with internal departments to resolve customer issues.
• Maintaining records of customer interactions, transactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
• Training and supporting customer service staff to ensure high standards of service.
• Developing and implementing customer service policies and procedures.
• Ensuring customer satisfaction by providing professional support and addressing their needs promptly.

Skills

Customer service skills

Communication skills

Organisational skills

Time management

Job description

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together.

As a Customer Service Coordinator at FRG, you will play a pivotal role in maintaining our commitment to outstanding customer service. This dynamic position involves handling customer inquiries, quality-checking reports sent to clients, managing incoming calls, and collaborating with various departments to facilitate service onboarding across the business.

About the Role

• Managing Customer Enquiries: Handling customer enquiries via phone, email, or in person, and providing accurate information.
• Resolving Complaints: Addressing and resolving customer complaints in a timely and professional manner.
• Order Processing: Managing and processing orders, forms, applications, and requests.
• Internal Coordination: Communicating and coordinating with internal departments to resolve customer issues.
• Record Keeping: Maintaining records of customer interactions, transactions, comments, and complaints.
• Feedback and Improvement: Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
• Training Staff: Training and supporting customer service staff to ensure high standards of service.
• Policy Implementation: Developing and implementing customer service policies and procedures.
• Customer Satisfaction: Ensuring customer satisfaction by providing professional support and addressing their needs promptly.

Benefits

• Training and development
• Paid holiday allowance of 5.6 weeks per year pro-rata
• Referral Scheme - 100 successful referral
• Uniform
• Healthcare package which includes access to EAP
• Statutory Pension Scheme

Requirements

• Strong customer service skills with excellent communication and phone etiquette.
• Computer literacy and proficiency in basic software applications.
• Good organisational skills and effective time management.