Job Description

Reporting to:

Customer Care Manager

Working hours:

Full Time (45 Hours)

Key Partners

Member Support Operations Warehouse Depots/Members Management Team Key Account Managers Business Development Manager

Key Activities

Customer Service Enquires/Queries Monitoring & Reporting Customer engagement

Core Value

Provide a first-class Customer Service experience Supporting people to work at their very best. Help create an engaged workforce. Finding solutions in a productive way. Providing expert advice and guidance Delivering projects on time to improve KPIs.

Key Customers

Members Customers Operations All employees

Key Resources

Nexus system Policies & Procedures Rule Book - Member Service Agreement

Customer Relationships, Service & Delivery

Timely, professional, and accurate response Deliver on promises Regular communication and updates to all customers

Company Values

Honesty Transparency Mutually Beneficial Relationships Sustainability Commitment Innovation

Strengths, Skills and Competencies

Excellent Customer facing skills Exceptional interpersonal skills Highly organised, strong, and influential communicator Natural ability and desire to problem

Key Deliverables and how you capture value

Feedback from customers Reduction in customer related issues KPI outcomes

Role Specific Responsibilities

Managing the daily reports of all AM/Timed and premium consignments with a possible extension to Economy freight Checking the held over report and carrying out corrective action. Monitoring new/ghost scans Processing the previous day 'failure' report First point of contact for all incoming queries via phone call and E-mail Email address created to direct all first contact E-mails into which will be monitored by the Reactive Sector. Recording and inputting information into the service failure log Generate bespoke customer KPI reports in line with customer expectations Daily, weekly, monthly, quarterly, and annual reports for Customers Damage Report Processing all customer returns Monitoring and actioning all RCR's Customer Manifesting
Job Type: Full-time

Pay: From 30,000.00 per year

Benefits:

Company pension Financial planning services On-site parking Referral programme
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Basildon SS14 3BZ: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person