Role Responsibility
Role Purpose
Drive profitable revenue growth and brand advocacy by ensuring our customers receive an exceptional customer experience whatever the reason for their contact with the company.
Key Responsibilities
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Handling inbound and outbound customer correspondence / contacts within all specified SLA timescales, meeting all key performance indicators.
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Actioning general complaint queries and following up using company service guidelines to ensure resolution.
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Following up with customers who have selected services provided by the business to ensure the best customer experience and promote the creation of sales orders.
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Following up with customers as required to progress enquiries, unconverted leads, measures and samples requested.
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Maximise conversion of all customer enquiries into orders.
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Accurately process orders to ensure the customer has everything they need and understand all potential options available to them.
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Taking responsibility for delivery of accurate and timely customer focused solutions.
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Ensuring that any complex complaints are identified and passed quickly to a Customer Service Specialist, to ensure a speedy and efficient resolution.
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Compiling and maintaining the necessary records, providing a clear and concise audit trail.
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Working within and helping to maintain a customer focused team environment which is continually improving and striving to identify process improvements to deliver service excellence.
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Assisting the wider Service and Sales teams when required by taking on tasks to support with key activities to manage workloads.
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Ensuring you protect our customers, business and employees by consistently demonstrating competence to meet the key performance indicators for this role (e.g. Data Protection, Money Laundering) and regulatory measures (e.g. Fraud, Data security, Compliance, TCF).
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Complying with all company policies and procedures.
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Carrying out any other duties as reasonably required by the management.
Person Specification
Qualifications and Experience
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Experience excelling in a customer facing environment.
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Literate and able to keep up with continuous technology enhancements.
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Ability to work with multiple different systems and tasks at one time.
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Previous experience in a call centre environment
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Exposure to a customer facing, sales and service orientated environment.
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Assisted sales experience
Personal Qualities
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Excellent written and verbal communication skills
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Demonstrable passion for customers and delivering service excellence
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Ability to remain calm under pressure and to be able to show a flexible and adaptable approach
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Strong interpersonal and communication skills
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Well-developed time management skills
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Ability to review, organise and prioritise
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Confident and competent numeracy skills.
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Effective problem-solving capability
Measures of success
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Handling of customer contacts in line with agreed timescale SLAs, every time
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Conversion rate of sales enquiries into sales orders in line with agreed targets, every time
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Resolution of customer queries meets or exceeds agreed timescale SLAs, every time
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Complimentary customer feedback received regarding the service level delivered