Senior Customer Service Coordinator

JR United Kingdom; Stoke-on-Trent; On-site; GBP 25,000 - 35,000; Full time

Job summary

A reputable company in Stoke-on-Trent is seeking a Senior Customer Service Coordinator. The role involves leading a small team, providing customer support, and ensuring effective communication. Applicants should possess strong leadership skills and experience in customer service. This position offers an opportunity to enhance team performance in a dynamic environment.

Qualifications

• Ability to lead and support a customer service team.
• Experience in managing small customer-focused teams.
• Strong written and electronic communication skills.

Responsibilities

• Supervise the customer service coordinator team.
• Provide daily guidance and support to team members.
• Manage incoming communications in a timely manner.

Skills

Leadership

Communication

Empathy

Conflict Resolution

Education

Experience in customer service

Computer literacy

Tools

Excel

Word

Powerpoint

Job description

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Senior Customer Service Coordinator, stoke-on-trent

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Client:

Location:

stoke-on-trent, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Main Function

To support the customer services department with key administrative duties, supervising and working alongside customer service co-ordinator team.

Key Functional Areas

• Provide inspirational line management to a small team of customer Service Co-ordinators
• Provide daily support/guidance to Customer Service Co-ordinators
• Effective and professional communication with customers to correctly manage customer expectations where necessary
• To issue Miller documentation as and when required or requested to assist the homeowner in the use and understanding of their new home
• Deal effectively and within charter timescales all incoming communications such as telephone calls, messages, emails and texts. Record on the system in a timely manner
• To act professionally, courteously and with dignity and control at all times with customers, internal colleagues, external colleagues and subcontractors alike to uphold the core values of the business, in a pressurised environment.

Key Capabilities Required

(1) Skills, Capabilities and attributes

• Ability to lead and support Customer Service Department
• Ability to prioritise key administrative functions.
• Ability to supervise co-ordinator workload.
• Ability to work individually and/or part of a team
• Ability to empathise and sympathise with Miller Homes customers without compromising the position of the business
• Ability to provide concise and accurate written or numerical reports when required
• Ability to work comfortably with Excel, Word & Powerpoint
• Must be able to forge strong professional relationships with internal and external disciplines
• Ability to communicate effectively and successfully both written and electronically

(2) Behavioural Attributes

• Trustworthy, honest and provide excellent feedback
• Sound commercial awareness
• Controlled
• Dignified

(3) Knowledge, Experience and Qualification

• Experience in managing small customer focused teams
• Experience of client and company confidentiality
• Computer literate (especially Word & Excel) with good administrative skills essential