Customer Care Coordinator
Job Specification
Salary: £25,584 OTE (£12.30 p/h) standard hours
Out of Hours opportunity: £14.55 p/h 10pm to 8am
Location: Konecta Group – Ringwood. Hybrid working following graduation from academy
Hours: 40 paid hours per week.
Shifts
* 8:00am to 16:30
* 09:00am to 17:30
* 9:30am to 18:00
* 10:30am to 19:00
* 11:30am to 20:00
* 13:30pm to 22:00
* 22:00 to 08:00 (Out of Hours)
Customer Services Hours: Monday – Friday 8am – 8pm. Saturday and Sunday 9am – 1pm.
Order line: 24 hour coverage.
Main Purpose of Role
This is a fantastic opportunity to be a part of a Customer Service team that is part of its multi‑channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering 100% Happiness to all of our customers, all of the time.
The role is an inbound contact centre role, that will involve handling new orders and Customer Service actions. The orders element of the role requires sales skills, with a very strong emphasis on upselling. Additional work involves managing emails and various other “back office” tasks. Full training is provided for all elements of the role.
Key Responsibilities
* Act as a liaison between customers and Dormeo UK, ensuring smooth communication and resolution of inquiries.
* Handle incoming inquiries via phone, email, and other channels and resolve them in a timely and effective manner. All advisors will be trained to ensure one‑call resolution.
* Demonstrate a customer‑centric approach to build and maintain customer loyalty and satisfaction.
* Document interactions accurately and update customer information in the company database.
* Collaborate with internal teams to provide comprehensive solutions and escalating issues when necessary.
* Maintain a high level of professionalism and adhere to company guidelines and policies.
* Upsell and cross‑sell on every opportunity presented to increase revenue.
* Identify and maximise sales opportunities through cross‑selling, upselling, and special promotions on a wide range of retail products.
* Place customer orders and resolve all customer enquiries at first point of contact efficiently.
* Embrace company core values for respect and equality and provide world‑class service at all times.
* Take ownership of personal development and performance.
* Work as a team in a fast‑paced, target‑driven environment.
Skills Requirements
* Outstanding verbal and written communication skills.
* Confident and professional telephone manner.
* A natural ability to build rapport with internal and external customers.
* Strong problem‑solving capabilities and a keen attention to detail.
* Proficiency in IT systems, including customer relationship management (CRM) tools.
* A proactive and caring attitude and the ability to manage time efficiently in a fast‑paced environment.
* Punctual and reliable.
Why work for us?
* Konecta working culture of fun and sociable team environment.
* 50% discount with More bus for monthly and quarterly tickets.
* Pension Scheme with Standard Life.
* Eye test vouchers and discounts.
* Discounted corporate gym membership with Anytime Fitness.
* Involvement with local charities and fundraising days.
* Campaign specific benefits including discounts, incentives and prizes.
* Refer a friend scheme paid reward of £500.
* Apprenticeships qualifications and career flight path schemes.
* Recognition and rewards via Perkbox.
* Free car parking.
* Weekly dress down day.
* Free fruit.
* Cycle to work scheme.
Position in Organisation
The CCC reports directly into the Team Manager, who in turn reports into the Account Manager and will have various support from colleagues nearby which will always be on hand.
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. The Dormeo call centre will be open: Customer Services Hours Monday – Friday 8am – 8pm. Saturday and Sunday 9am – 1pm. Order line: 24‑hour coverage.
Systems & Training
Full training will be given by Konecta and will include supporting on‑going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA), the Konecta Quality Management System and all other systems and soft skills training.
Employment Basis
Depending on suitability, CCC staff will be employed as "Temps" or "Perms" with the possibility of a permanent position in all cases.
Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help raise the bar in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Customer Experience Director (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.
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