- To provide outstanding customer service for the South West Grid for Learning Trust; the Customer Service Coordinator position will focus mainly on the Customer Service areas below. Opportunities may exist for growing into other areas as well.
Responsibilities:
- - The Customer Service Coordinator will provide excellent quality, accurate and effective communications to our online safety customers. Friendly and excellent customer service skills, as well as a real desire to support our customers are essential.
- - We are looking for a problem solver and someone who is happy being part of a busy team, while not afraid of a challenge.
Customer Service:
- - The primary focus of the role will be to support the Assisted Monitoring Service project which includes elements of safeguarding and the use of safeguarding monitoring systems
- - Monitoring and responding to customers across a range of online safety products and services. This will include monitoring several mailboxes daily to resolve queries, as well as supporting customers with SWGfL products and services
- - Coordinating online safety training courses bookings to include responding to enquiries, assigning trainers and processing bookings using our existing booking system
- - Dealing with telephone calls and e-mails to and from customers, suppliers, colleagues, Senior Managers and other stakeholders regarding technical, commercial, contractual, service delivery, product, financial/invoicing and awareness matters
- - Ensure that accurate information is maintained using Microsoft Office and CRM
- - Owning engagement with the customer, ensuring all actions are completed, issues and concerns are followed up and that the customer experience is excellent
- - Supporting product and service initiatives designed to enhance the customer experience, through a variety of means including account management and creation, product functionality guidance, user surveys, online or telephone sessions
- - Experience in using a CRM is desirable
Additional Support:
- - Liaising with identified individuals to update status, chase outcomes, resolve issues etc
- - Collaborate with all relevant colleagues to further develop and identify customer engagement/business development opportunities
General:
- - Ensuring that accurate information is available to customers and other stakeholders
- - Managing records systems, information and documentation
- - Communicating and collaborating with other internal and external colleagues, teams and suppliers
- - Undertaking general administrative services and duties
- - Conducting all the above duties in line with relevant legislation, standards and guidelines
- - Undertaking such other duties or responsibilities commensurate with the nature of
- the post
- - Managing personal self-development, identifying development opportunities which are consistent with the nature of the position and the aims and values of SWGfL
- - Conducting all the above duties in line with SWGfL equal opportunities and other agreed policies and procedures
- - Conducting all the above duties in a safe and careful manner, and paying due regard to current Employment and Health and Safety legislation, and the SWGfL Health and Safety policies
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