Company description:
Location: Coventry,England,United Kingdom
Job ID: 80948
We Elevate... Quality of urban life Our elevators, escalators, and moving walks safely transport more than twobillion of us up and down buildings and across transportation hubs every day. As part of the Schindler team, youll discover meaningful work that enhancesquality of life for communities, and contribute to making places moreaccessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respectboth among colleagues and for the world around us. By joining us, you dontjust become part of our success story; you help shape the future and continueour rich legacy that started back in 1874.
Job description:
We are recruiting for a Customer Service Administrator to join our Team based in our Coventry Office on a part time basis, 3 days a week. The successful candidate will be responsible for gauging customer perception of Schindlers performance through survey and to provide management information in a timely fashion that will help the business proactively protect the portfolio, improve performance in EI, NI, MOD and Repairs and grow the business. The information collected will supply the business with root cause analysis and metrics, through NPS studies to improve, Quality, Compliance and Customer Satisfaction in accordance with the Customer Excellence Programme. This is a full time and permanent role.
What you'll be doing:
Conducting in excess of 4000 customer telephone surveys pa
Administrating Schindler SAP based CSS process
Administrating Customer Complaints Database
Analysing the root cause of customer responses / complaints
Generating reports on a weekly basis to all levels of business
Assisting with the development & delivery of CSS induction training to FO
Maintaining and improving process & associated documentation
Analysing NPS information to improve Quality, in accordance with the Customer Excellence Programme
Any ad-hoc projects / duties as defined by your line manager.
Working in accordance with established Company Occupational Health and Safety policies and procedures to ensure compliance with current UK legal requirements and Schindler Group safety requirements
Complying with Company Health & Safety requirements and set a personal example of safe behaviour
Contributing to the Company safety objectives, where necessary by maintaining/monitoring current safety systems under their direct control and implementing agreed changes (where applicable) to Schindler Ltd occupational health and safety management system
Profile description:
What we're looking for:
A Self starter with a collaborative approach
Customer survey expert
Excellent telephone/Customer service skills
Analytical and reporting skills
Training delivery experience desirable
PowerPoint and Excel experience essential
SAP experience preferable
Why work for us:
Competitive base salary
Generous Holiday allowance
Annual Company performance related bonus
Competitive Pension
Single Option Private Healthcare
Discounts & Benefits Scheme
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