Customer Service Operator

The Collect Group; Newcastle upon Tyne; On-site; GBP 17,000 - 23,000; Full time

Job summary

The Collect Group is seeking a Customer Service Adviser to join our team in Newcastle upon Tyne. You will handle onboarding, parcel tracking support, and claims/returns, while collaborating with couriers, drivers, and the team to improve processes.

We value an organised, confident communicator with a reliable, professional approach to problem solving in a fast-paced environment. Full-time permanent role with standard company training and support.

Qualifications

• Excellent organisational skills with a detail-oriented approach.
• Confident, polite, and professional written and telephone manner.
• Ability to handle objections and resolve client complaints effectively.

Responsibilities

• Answer client queries via online ticket system.
• Use bespoke software to manage claims and returns.
• Answer inbound calls and liaise with couriers.
• Work with drivers to address operational needs.
• Monitor social media and address emails.
• Onboard new clients and support retention.
• Identify training gaps and improve knowledge of services.

Skills

Organisational skills

Attention to detail

Professional written English

Strong communication

Objection handling

Job description

The Collect Group is looking for an enthusiastic, resilient, reliable person to join the Customer Service team. Working as part of a team, you will be responsible for all aspects of Customer Service including onboarding, offering support with parcel tracking, dealing with claims and returns, and objection handling. Tasks will be allocated on a rota basis with a shared responsibility across the team.

Core Tasks Include

• Answering client queries on an online ticket system
• Using bespoke software to manage claims and returns
• Answering inbound calls
• Liaising with delivery couriers
• Working with our drivers to address any operational needs
• Monitoring social media updates and addressing emails
• Identifying training and knowledge gaps within the client base
• Making proactive outbound calls
• Onboarding new clients
• Working with the team and Team leader to retain business and to improve processes
• Identifying opportunities to improve client knowledge and understanding of TCG services

Competencies And Skills

An essential part of the Customer Service Adviser role is to possess excellent organisational skills, pay attention to detail and be solution focussed. Applicants must have a confident, polite, and professional written and telephone manner, have excellent communication skills and accurate written English skills. The ability to handle objections and deal with client complaints in a confident manner is essential. The Customer Service Adviser must have the ability to work in a fast-paced environment and respond well to change.

Following full training, the Customer Service Adviser must be competent in our internal bespoke software and systems and Partner platform systems.

Performance Measurements

Customer Service Advisers will be measured on both the quality and quantity of output to ensure we are delivering excellent client experience with maximum efficiency.

Quality of responses and interaction will be assessed through the auditing of written and verbal exchanges with internal and external clients, customers, and stakeholders. Quantity of output will be measured against set targets and KPI’s such as response deadlines and resolutions via internal reporting.

About Us

The Collect Group was established over 10 years ago, trading until recently as Low Cost Parcels, and is expanding its operations in multiple areas across the UK during 2022. We specialise in Collections from small to medium businesses. Creating solutions to take the hassle out of parcels, The Collect Group is a national company with a local feel specialising in software-first logistics to best serve SMEs and online sellers across the country.

Job Types: Full-time, Permanent

Salary: £20,000.00 per year

COVID-19 Considerations

Regular cleaning of communal surfaces