Customer Care Coordinator

  • Location
    Swindon, Wiltshire
  • Category
    Admin. Secretarial and PA - Administrator
  • Contract Type
  • OrganizationType

Office Angels - National Accounts Team, are working with a bespoke kitchen company within the Swindon area to seek customer care professionals to support their expanding team.

  • 37.5 hours per week, worked Monday to Friday

  • The company offers an earlier finish one day a week which will include some Fridays!

  • Friendly and supportive environment

  • Temporary on going contract with a chance to go permanent

As you may well know, customer care is the heart of any business big or small. Our client are a national provider of high quality kitchens and accessories.

With a rising number of customers on their data base, they need support to service the customers needs. This would involve monitoring calls and emails for the client to ensure a professional service is given.

Our client have a proud history of cabinet making spanning over 30 years. We are now one of the UK's leading kitchen manufacturers and retailers, selling high quality, handmade kitchens from a network of showrooms across the country and to developers and independent suppliers. They offer a wide range of bespoke kitchen furniture designs from the classic to the contemporary.

To provide a high level of customer service including processing customer orders, promptly responding to queries about products, accounts, and services, and ensuring that any complaints are investigated and resolved quickly to the customer's satisfaction.

You will be responsible for every aspect of ensuring we provide a seamless customer journey, which makes this an important, demanding and varied role.

Key Responsibilities

  • Managing telephone enquiries from customers, obtaining appropriate contact information for any call back.

  • Responding to enquiries with relevant information or escalating if necessary.

  • Assisting the Installation Planner to ensure scheduling KPI's are met and no jobs are missed including providing information of what has been ordered (i.e. kitchen type) and providing confirmation of product ship dates for urgent return work.

  • Investigating any issues or discrepancies and ensuring these are effectively resolved.

  • Liaising with the Customer Service Manager and internal colleagues to log any issue with the relevant department and pursuing a resolution.

  • Liaising with the production, installations and sales order departments to ensure that orders are dispatched on time and in full.

  • Maintaining contact with the customers throughout the process to ensure that the customer experience is as positive as possible and that positive review and recommendation is gained.

  • Successfully manage any customer complaints ensuring that they are resolved in a timely and satisfactory way, without the need for escalation.

  • Ensuring the CRM system is updated in a timely manner with all communication and documentation.

  • Ensuring accuracy and timeliness of customer account administration.

  • Check invoices and pass for payment ensuring correct cost information and minimising profit margin erosion through accurate and detailed work.

  • Any other reasonable duties specified by the Department Manager.

As you well know, with design and manufacturing of any product - customer care would be responsible for dealing with enquiries which may not be the positive feedback the company would like so it is important you are able to deal with complaints in an effective manor and to always stay professional.

Please apply today and discuss the opportunity in more detail!

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Jade Trevorrow