First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together.
As a Customer Service Coordinator at FRG, you will play a pivotal role in maintaining our commitment to outstanding customer service. This dynamic position involves handling customer inquiries, quality-checking reports sent to clients, managing incoming calls, and collaborating with various departments to facilitate service onboarding across the business.
About the Role
Managing Customer Enquiries: Handling customer enquiries via phone, email, or in person, and providing accurate information.
Resolving Complaints: Addressing and resolving customer complaints in a timely and professional manner.
Order Processing: Managing and processing orders, forms, applications, and requests.
Internal Coordination: Communicating and coordinating with internal departments to resolve customer issues.
Record Keeping: Maintaining records of customer interactions, transactions, comments, and complaints.
Feedback and Improvement: Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
Training Staff: Training and supporting customer service staff to ensure high standards of service.
Policy Implementation: Developing and implementing customer service policies and procedures.
Customer Satisfaction: Ensuring customer satisfaction by providing professional support and addressing their needs promptly.
Benefits
Training and development
Paid holiday allowance of 5.6 weeks per year pro-rata
Referral Scheme - £100 successful referral
Uniform
Healthcare package which includes access to EAP
Statutory Pension Scheme
Requirements
Strong customer service skills with excellent communication and phone etiquette.
Computer literacy and proficiency in basic software applications.
Good organisational skills and effective time management