To be the "voice of the customer" and represent customer needs and requirements internally to the business.
To support and work with the Customer Service Manager in developing the team and exceeding customer expectations.
Dealing with customer enquiries, complaints and compliments, ensuring the highest priority is placed on identifying and satisfying customer needs within the department guidelines, ensuring the Coram brand proposition is met.
Ensure defined SLA’s are achieved within Customer Service.
Ensure your team have adequate product knowledge to offer basic technical advice to customers.
Ensure your team are proficient in their use of the company ERP system (EFACS) as well as other Microsoft office applications including Word and Excel.
To undertake the responsibilities of your team when there is a requirement so that the service to customers is not impacted. For example, cover of any absence, incl holidays, sickness and peak times.
To ensure effective leadership of the team in line with company mission, vision and values, policy and procedures.
Integrate effectively and support the external Sales managers and Sales teams, collaborating well to provide excellent customer service.
To listen to and answer team members questions, helping to overcome any problems.
Monitor the work of your team, ensuring tasks are being actioned in line with customer / company deadlines and targets
Promote a culture of 'team working’ to ensure smooth operations, consistency and process improvements where possible