Customer Service Coordinator

Henry James
£15000 - £16000/annum
10 Jun 2017
10 Jul 2017
Contract Type
Full Time
Role: Customer Service Coordinator
Location: Northampton, NN4
Salary: Up to £16,000 per annum


To provide a point of contact and Call Management facility for the designated Customers. Monitoring all calls, to ensure swift and correct progression through each function that forms the standard Call flow. Overseeing the delivery of all nonstandard requirements and ensuring the customer is kept informed via the agreed method.

• To ensure all calls are logged accurately, providing feedback where this is not the case.
• Monitoring all designated incidents through to completion ensuring all activities give the best possible opportunities of achieving contractual commitments.
• To ensure all relevant, contracted and essential updates are communicated to the customer.
• Proving quotations and obtaining Purchase Orders from Customers where applicable
• To liaise with the business units to resolve contract queries if these cannot be resolved within the standard call flow
• To manage any specific customer requirements
• To ensure all escalations raised are resolved and the customer updated in a timely manner until the escalation is resolved.
• Ensuring the accurate population of all required data prior to call closure.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report.
• Periodically review Security Policies, to ensure full compliance with current legal, regulatory and company requirements.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation
• Providing backfill cover to other Functions, where training has been given, as required.
• Undergoing further or additional training, as identified by Management as a consequence of; process or application changes, Performance improvement plans or Continuous Personal Development.

Key Competencies:
• Flexibility
• Detail Focused
• Decisive
• Team Player
• Dynamic
• Assertive
• Persuasive
• Customer Focused

• Proven experience in a call centre
• Excellent PC Skills including Microsoft Word, Excel, Outlook and Internet.
• Excellent verbal and written communication skills and ability to convey information clearly and effectively.
• Ability to effectively multitask in a fast paced environment.
• Ability to identify problem issues and determine the appropriate course of action/redirection to resolve issues.
• Positive, self-motivated, enthusiastic
• Organised, able to manage time effectively and prioritise tasks.
• Flexible and adaptable to meet changing business demands and working environments.
• Knowledge of standard IT related products. (PC’s, Laptops, Printers).
• Ability to understand detailed processes and apply them correctly
• Ability to liaise with individuals at all levels in the organisation to obtain any information required to ensure compliance to internal and Customer specific requirements
• Ability to listen to the customers and deal with any query or escalation effectively

Skills Required

Customer Service
Customer Care

Customer Service
Call Centre
Contact Centre
Customer Care
Full Time