REPORTING LINE: Head of Customer Services

SPECIFIC KNOWLEDGE

• Customer Service
• Strong Administration experience
• Good knowledge of excel
• High attention to detail
• Quick learner with the ability to pick up systems quickly
• Ability to suggest/find new ways of working

PROFESSIONAL EXPERIENCE

Proven experience of being in a customer facing role. Ability to use a multiple of systems at any one time. Able to work as part of a team with an open and honest approach to your own workload as well as others. You must have the ability to build strong relationships with customers.

PURPOSE OF POSITION

To provide administrative support to the Customer Excellence Team. You will cover a large area of administrative duties that are vital to the customer experience. You will perform within your set KPI’s to achieve the best experience for our customers. You will formulate part of the Customer Management Team under the Customer Excellence division within STANLEY

MAIN ACCOUNTABILITIES

• Always putting the customer first
• Providing exceptional customer service
• Compile a number of management information packs
• Regular ‘hug the customer’ process
• Monitor a number of email boxes
• Monitor the Social Media accounts (FB,TWITTER)
• Support the Notifications/Cancellations Process
• Complete customer trackers as requested
• Send out the Welcome Packs & Exit Packs
• PMV letter generation
• Any additional tasks set by the Head of Customer Services