About The Role
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.
Job Description
* 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.
Company 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
Essential Skills
* 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.
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