Customer service Team Coordinator in Manchester - CV-Library

Portfolio are proud to be exclusively representing our award-wining, multinational HR & Employment Law services client in their search for a Senior Receptionist. We are looking for an administrator with excellent attention to detail and organisational skills, to provide support the department. You will be the first point of contact for clients calling in and managing the email inboxes, actioning requests, dealing with queries both internally and externally amongst other duties. This role is integral to the smooth running of the department, and is very fast paced. If you are looking for a new challenge, please apply today and we'll be in touch!

Job Purpose

To deliver world class service to exceed our members expectations, by ensuring our members needs are assessed quickly and efficiently in accordance with our protocols to help the team to provide support to our ever-growing membership base across Great Britain.

Job Overview

The role requires you to excel in enthusiasm as part of our Client Experience Team. It is a vital role, and you will become the first point of contact for incoming telephone calls and emails.

Day-to-Day Responsibilities

· Answer incoming calls with minimum waiting time in a professional manner

· To evaluate each request made over the phone and allocate them accordingly.

· To ensure the highest level of customer service is adhered to.

· To ensure member confidentiality is maintained.

· To establish and maintain efficient working relationships with colleagues and members.

· Stacking calls from members where appropriate ensuring all calls are answered.

· Ensuring cover has arrived before leaving the switchboard so the phones are manned at all times

· Ensuring all emails to the Client Experience email address are dealt with in a timely manner and forwarded onto the appropriate department/person and logged in accordance with protocols

· Logging service issues

· Logging retention opportunities

· Overflow of advice calls logged on to Advice system

· Stamping, sorting, logging, and allocating incoming post for the department

· Scanning

· Ensuring flowers and hampers are ordered within protocols.

· Update additional callers lists within protocols

· Expired member letters posted within SLA

· BLE hard copy letters posted within SLA

· Ad hoc project work

· Managing inboxes - H&S, SI's, CX, RR, supporting Drift(web Chat), Sending Interflora

BENEFITS

· 25 days' holiday, plus bank holidays

· Day off on your birthday

· Cash plan for you (and your children, if any)

· Holidays increase after 2- and 5-years' service.

· Contractual sick pay

· Private medical insurance after 5 years' service

· Pension Plan and Life Insurance

· Pension plan contributions increase after 5- and 7-years' service

· Holiday season bonus after 3 years' service

· Profit Share Scheme

· Season Ticket loan scheme

· Cycle to work scheme and Free on-site Gym

· Access to Employee Assistance Programme

· Free breakfast every Monday and social sessions on the last Friday of the month with

· free food and drink - we call this Fab Friday'!

· Company incentives, access to discount schemes

INDMANJ