Job Description

• 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

Required Knowledge, Skills, and Abilities