Job Description

Service Delivery Operations Co-ordinator working night shifts

SHIFTS WILL USUALLY BE 7PM TO 7AM OR 9PM TO 9AM

Crown SDS are offering an excellent opportunity to be part of a great team environment in a rapidly growing business. To provide a cost effective, reliable, efficient and sustainable delivery service meeting the customers' needs and in line with the Company's objectives.

Reporting to Front Line Manager, you will be responsible for being the first point of contact for customers and drivers. The role requires a high level of flexibility & the ability to communicate orally as well as in writing, working off own initiative & performing consistently & efficiently. Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction and service delivery at all times.

This role will involve time spent working as both customer service and controller, so it requires a great deal of flexibility and multi-skilling. It is a completely office based role.

Duties Include:

To provide a consistently high standard of Customer Service to all customers

Respond appropriately and professionally to all customer requests

Respond appropriately and professionally to all driver requests

Job Allocation to drivers and planning to achieve required response times to ensure Customer Satisfaction within required profit margins.

Maintain continuous contact with Customer and Driver during end-to-end process of our service provision.

Costing of jobs for Customer and Driver

Professional and efficient point of contact for customers and drivers via inbound/outbound calls and e mail.

Handling of live customer complaints

Achieve response times (SLA)

Full awareness of real-time resource availability

Accurate pricing of jobs for drivers and customers as per pricing process

Maximise profit and prevent occurrence of loss-making jobs

Applicant Criteria:

Strong work ethic giving full attention to detail and accuracy

Able to solve problems with minimal supervision

Experience working in high pressured environment

Be able to demonstrate a strong customer focus in a fast-paced environment.

Excellent customer service skills with rapport building abilities

Excellent communication skills especially a high standard of telephone etiquette

Strong administration skills

Willingness to be flexible

Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team

Previous contact centre experience preferred

Able to identify issues, problems and opportunities and able to practically resolve and implement corrective action as appropriate.

Generates enthusiasm and has a positive attitude to change.

Able to work on your own initiative and prioritise workloads

Logistics Industry experience preferred

Job Types: Full-time, Permanent

Pay: 30,800.00 per year

Benefits:

Casual dress Company pension Free parking Health & wellbeing programme On-site parking Sick pay Store discount
Schedule:

Night shift
Ability to commute/relocate:

Tamworth, B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:

Night Shift: 1 year (required) Logistics Industry: 1 year (required) Contact Centre Environment: 1 year (required)
Work Location: In person