Customer Support Coordinator

About the Role

We are looking to recruit a few people to join our Customer Service Centre team as a Customer Support Coordinator. We have permanent and fixed term contract opportunities available!

As a member of our Customer Service Centre you will have the opportunity to deliver great customer service and support the organisation in achieving both its short and long term objectives.

You will be working at the front end of the organisation, enabling a variety of customers to achieve their end goal. This could be the purchase of a physical product from our online shop to provided technical solutions in relation to our digital data products. You will operate using numerous systems and processes to support consumer, business and government end users. Contact channels include telephone, email, live chat and social media.

You will work with both internal and external departments, to progress and resolve enquiries and complaints, using our CRM to ensure accurate recording of interactions.

As part of your role you would be expected to be pro active in identifying potential changes to improve both the customer journey and operational efficiencies. Through internal training, you will gain a thorough understanding of our products and services to enable you to speak competently and confidently to all customer types. Your customer service skills and experience will deliver a level of service that supports our brand image and strategy vision.

What we’re looking for:

Excellent customer service skills

Ability to show empathy and understanding to our customers

Ability to manage expectations whilst you investigate customers queries

Ability to pick up product knowledge fast

Show resilience when taking care of difficult conversations

Genuine passion for speaking to customers and answering queries

To ensure customers queries are answered with the aim of a first time resolution

To ensure the best customer service experience is given to all customers

To achieve KPI’s whilst maintaining excellent quality

Clear communicator across all different platforms, including Social Media, Email, Live Chat and Telephony

Flexible for both the company and customers

Strong team working ability

Flexibility and able to adapt quickly to changing priorities

Ambitious and willing to accept new challenges

Contact centre experience desirable

The Rewards

We want you to love what you do. That’s why our benefits package rewards a job well done. We’ll give you:

Salary – £20,825 to £23,275

Performance related bonus

Competitive pension

37 hour working week

25 days annual leave - (30 days after five years) plus bank holidays

A suite of excellent additional benefits

Location: This role will be based at our state of the art Headquarters in Southampton.