Job Description

Explore are a FORS Gold accredited specialist supplier of Transport services to a wide range of industries including construction, rail and aerospace.
We strive to be the industry leader and deliver best in class levels of safety, service, and efficiency. Our Transport division combines over 50 years of construction logistics and haulage expertise.
The Vacancy
This role is to be the front facing representative for the Transport Division of the business between us, the Customers, suppliers and members of the public. You will ensure you take ownership of all queries or issues that are presented to you and manage them through to closure, with a 'can do attitude' and exceed customer expectations.
Main Responsibilities

• Manage all incoming customer queries via all communication channels, which is predominantly the Customer Service shared mailbox.
• Log all queries on the appropriate system and reply to each respective customer within the agreed timescales or Sever Level Agreements (SLA).
• Escalate any issues to the relevant person/s.
• Support and drive the close out issues bringing them to a swift resolution and communicating with the customer once resolved.
• Add any additional costs or charges to each job in a timely manner, this may include, but not limited to charges for subcontract hauliers.
• Answer all phone calls in a polite and professional manner, logging all customer requests as required ensuring the data is recorded as accurately as possible.
• Carry out any other reasonable requests to help support our customers in respect to the service we are providing.

Experience

• At least 1 years' experience in a Transport or a Customer Service environment.
• Knowledge of GTS/ESP and Syrinx is an advantage.
• Understanding of dealing with customer/ supplier queries.

Skills/Knowledge

• Excellent communication skills - converse effectively at varying levels.
• Excellent attention to detail with a high level of accuracy.
• Organised, able to multitask and prioritise.
• Able to work under pressure.
• Team player but be able to work alone under own initiative.
• System knowledge.
• Data processing.

Qualifications
Required

• 5 G.C.S.E.'s (or equivalent) at Grade C or above. These must include Maths and English.
• Good organisational skills.
• Excellent communication skills (verbal and written).
• Proficient in the use of Microsoft Office suite of programmes

Preferred

• Possess previous administration or customer services relevant training / certification.

This is a Fixed Term Contract position until March 2027.
Please be advised we reserve the right to close the advert early.
The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.

Skills Required