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17 days ago
Recruitment Genius
Salary: £30000 - £32000 per annum
Location: London
Job type: Permanent
Contact: Recruitment Genius Ltd
Category: Customer Service Jobs
Key Responsibilities

Customer Care
- Communicate with customers by e-mail, chat and social media or in person but if there is a need to provide excellent and accurate service phone contact might be necessary and more efficient
- Show a high level of professionalism with proper grammar and customer etiquette
- Review Held for Payment reports on a regular basis and oversee communication to rectify problem orders
- Identify problems with member accounts and/or orders and solve them accordingly
- Act as a point of escalation for customer complaints
- Support MS Manager with Day-to-Day operations and monitoring

Team Leadership
- Responsible for coaching the team, including appraisals, identifying training needs and assisting in an induction program for new staff
- Weekly 1-2-1's with all team members providing coaching and training
- Participate and conduct training for new starters within the department as well as planning and conducting regular training/information sessions for department
- Proactively plan team schedules and holidays to ensure customer service standards are met or exceeded
- Work with the Member Services Manager to develop policy and procedure and training manuals to advance customer relations and better meet customer needs
- Be a role model setting a good example to team members
- Communicate openly on all issues with the Member Services Manager
- Ensure open communication to team members through huddles and team meetings
- Work closely with Member Services Manager and the WFM Analyst to plan quarterly rotas and shift patterns
- Manage cover in Member Services for holidays, sickness etc.
- Other duties as assigned by management to ensure the smooth running of business operations
- Some travel within Europe will be required to assist at conventions, meetings and other corporate or distributor events. The candidate must therefore hold a valid documents

- Solution focused
- Leadership
- Team Player
- Strong customer focus
- Flexible in approach

Knowledge, Skills and Abilities
- Ability to use IT systems such as Microsoft Word, Excel and PowerPoint
- Strong leadership and people management skills with the ability to encourage high levels of personal performance, through performance management, coaching and support
- Excellent communication skills both written and oral
- Good interpersonal skills and good cultural awareness
- Ability to use initiative and work with minimal supervision
- Work well under pressure and to tight deadlines
- Proactive solution seeker with a positive "can do" attitude

Education & Experience

- Experience in a supervisory/leadership role within a customer care environment
- To support the market group fluent in English written and spoken
- Experience in training design and delivery

Job Types: Full-time, Permanent

Salary: £30,000.00-£32,000.00 per year

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