Customer Service Operator

The Collect Group; Newcastle upon Tyne; On-site; GBP 20,000; Full time

Job summary

A leading logistics company in Newcastle upon Tyne is seeking a Customer Service Adviser to join their team. The role involves handling client queries, managing claims, and ensuring excellent customer experiences. Candidates should possess strong communication skills and be able to work in a fast-paced environment. This full-time permanent position offers a salary of £20,000 per year and requires a proactive and professional approach.

Qualifications

• Must have a confident, polite, and professional written and telephone manner.
• Ability to handle objections and client complaints confidently.
• Experience in a fast-paced environment is essential.

Responsibilities

• Answer client queries on an online ticket system.
• Use bespoke software to manage claims and returns.
• Liaise with delivery couriers and address operational needs.

Skills

Excellent organisational skills

Attention to detail

Solution focused

Confident communication skills

Professional telephone manner

Ability to handle objections

Tools

Bespoke software

Partner platform systems

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

Apply

Apply by emailing your CV and a brief covering letter outlining why you feel you would be suitable for the role to [e-mail]. Best of luck!