Job Description

We are currently recruiting for a Customer Service Coordinator to work within the Home Emergency Assistance Team for our client based in central Croydon.

This client believes in engaging their employees, equipping them with the skills and knowledge they need to perform and making sure everyone has the opportunity to progress within the company. You will be part of a growing team, who deliver excellence both individually and through teamwork. Based in central Croydon with immediate proximity to the train station, trams and buses in the area, travelling to work couldn\'t be easier on a daily basis. This role will also be offered on a hybrid basis.

Salary: \xc2\xa326,125.01 plus \xc2\xa31.5k performance bonus, as well as fantastic benefits for all employees.

Hours: This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 07:00 to 23:00 Monday - Sunday. This role is being offered on a 60/40 office/home working.

Start: 9th October 2023 (please only apply if you are able to accommodate this start date and have no annual leave booked for the first 6 weeks due to training).

Duties to include:

• Handle calls in a prompt, polite and professional manner at all times with empathy and customer focus.
• Actively communicate with all parties on a regular basis until case closure.
• Utilise the correct resources and provide the most appropriate and cost effective assistance solutions in line with company procedures and underwriting policy.
• Monitor all aspects of the assistance to ensure that all services are provided at the agreed time and that the customer is kept fully appraised of the progress.
• Ensure any service failure is reported to the Team Manager or Department Manager immediately.
• To ensure there is a verbal handover in file delegation where there is any high profile, high cost or logistically difficult / complex situation so that the next Coordinator fully understands both what is happening and what is required.
• Ensure all appropriate checks are made to validate eligibility to service.
• Ensure accurate reserves and costs are added to all cases.
• Ensure service providers are utilised appropriately and in line with department and underwriting guidelines.

Who will suit this role?

Ideally you will hold experience of working within the Home Emergency Sector, although this is not essential, the successful candidate will have experience of working within a customer focused position preferably within a call centre environment.

• Good standard of general education, including GCSE English or equivalent.
• IT Literate.
• Good verbal and written communication.
• Self-motivated and enthusiastic.
• Proactive, quick thinking, flexible and adaptable to changing situations.
• Responsible and confident approach to work duties.
• Empathetic.
• Diplomatic.
• Excellent listening skills and verbal communication.
• Detailed and methodical in approach to work.
• Ability to work under pressure and meet deadlines.

Keywords: Call centre, customer service, helpdesk, coordination, motor, automotive, administration, strong verbal and written communication skills, inbound call handler

For your information:

*Interested? Please send your CV in as a Word format only

**Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship)

***Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral fee.

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven\'t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.

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