Customer Service Quality Officer £25-28k Permanent - Happy to talk flexible working, SW London

Recruiter
AJ Recruitment Specialists
Location
London (Central)
Salary
£25,000 - £29,999
Posted
10 Jan 2019
Closes
17 Jan 2019
Category
Education
Contract Type
Permanent
Hours
Full Time

Established, reputable and market leading business based in SW London, offering excellent salary, employee benefits package and working environment is recruiting for a Customer Service Quality Officer. This is a full time, permanent position and there has never been a more interesting or important time to join this company. They offer a friendly and stimulating culture and a wide range of professional development opportunities. They value their employees highly.

Good location with easy access as town centre based. Via public transport it is a 5 minute walk from 2 main line stations and the tram link and various buses stop within minutes.

The Customer Service department have an opportunity for a Customer Service Quality Officer to carry out activities focused on validation of service quality and driving business improvements. This will support the delivery of excellent service and enhance client and customer experience.

Key responsibilities;

    • Carry out a range of quality and compliance activities including call/email monitoring and data sampling
    • Carry out calibration activities with Team Managers to support their ongoing quality monitoring activities
    • Report findings and make recommendations to team managers on team member performance
    • Deliver coaching feedback to agents on call and email performance to help them effectively deliver a consistent and positive customer experience
    • Lead by example in delivering a high quality of service to all customers and be cross-trained across all core products to be able to handle escalated enquiries
    • Report on the customer insight being logged by the team
    • Design and carry out customer service checks including surveys to gain objective feedback from customers on service delivery in the department
    • Identify opportunities and propose ways to improve customer service, service improvements and operational processes
    • Take part in and provide project support for department business improvement projects
    • Become a 'super user’ for systems related to service delivery

    Knowledge, skills & experience -

    • Substantial experience of customer service over the phone and by email
    • Good customer service skills and extremely customer focused
    • Excellent call and email handling skills, extremely customer-focused attitude
    • Report writing skills
    • Able to work autonomously and self-start
    • Objective and able to adhere to strict confidentiality guidelines
    • Highly IT literate, with a proven ability to quickly learn and work with new technology
    • Proven time management, prioritisation and organisational skills
    • Sound problem resolution, judgment, negotiating, and decision-making skills
    • Highly numerate, able to collate and analyse statistics and set up reporting systems
    • Analytical and logical
    • Used to working under pressure and to constant deadlines in a busy environment
    • Excellent communication skills and able to deal with people at all levels
    • Coaching and training skills
    • Strong administrative skills and attention to detail

Other Information;

  • Monday - Friday
  • 35 hour flexi week rotational between the hours of 8.30am-6pm (7 hours per day)

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