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Senior Customer Service - Weekends & BH

Location: SWINDON, WILTSHIRE Salary: 14531 - 14531 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3082857
An exciting opportunity has arisen for an experienced customer service advisor to join a business at a time of growth. You will have exceptional customer service skills, be able to deliver service excellence within a high compliant environment and have experience of supervising a team.

Working on a commercial client contract you will be the first point of contact for the customer and will take ownership of the issue to ensure the SLA is adhered to and achieve first call resolution. You will be responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders.

You will form part of the Weekend and Bank holiday cover team to ensure seamless service levels across these days. 

-Be the first point of contact for customers taking all relevant details to ensure the request can be efficiently dealt with and any necessary works orders can be raised. 
- Develop and maintain knowledge of the contracts and ensure contract SLA’s and KPI’s are met on a day to day basis.
- To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
- To help build a motivated team that is driven to success through coaching and training.
- Ensure all call monitoring is carried out to time and standard, listening to calls and providing feedback and coaching.
- Take ownership for own performance. Taking action when required and identify and apply opportunities to develop and improve skills.
- Identify potential issues and resolve those within remit, escalating to senior manager when required.
- Lead by example in the use of best practice of the company’s standards, values and behaviours.

Extensive customer service and call handing experience
Previous experience of leading and coaching team members
Complaint handling
The ability to prioritise work and schedule accordingly.
Strong communication skills and experience of managing relationships with third parties and external stakeholders.
Previous experience of scheduling works and monitoring progress would be beneficial.

Shift patterns:
12 hour shift patterns to include weekends and bank holidays. 

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