Based WS4 Area
Mon to Fri
40-hour week
Our client is the largest plant hire business in the UK and has operations in Europe and North America and are branching into new global territories. They employ over 4,000 people in the UK and operate in many sectors providing excellent service offerings to all their B2C and B2B corporate customers. They will always enhance the skills of all their staff for career development. The business prides itself on promoting well being and an enhanced career opportunity for all.
Job Purpose:
To deliver optimum customer service in line with Company standards and Customer Service Level Agreements (SLA’s) in a way that builds and consolidates our client’s reputation for excellence.
Essentials:
Good working knowledge of the construction and / or plant hire industry
Previous experience in a customer service role, preferably within a call centre or depot environment
Continuous improvement ethic, embraces change and puts forward and acts on suggestions to improve processes and service levels.
Strong interpersonal skills, communicates clearly and concisely and demonstrates effective listening skills
Strong customer service ethic, demonstrates a positive and courteous approach ensuring all customer queries are responded to quickly and efficiently
Strong organising skills, methodical approach with close attention to detail and adherence to Company standards and procedure
Good team player, enjoys supporting others to get things done.
Principal Accountabilities:
Manage all customer orders and queries in accordance with Company policy and SLA agreements
Improve revenue and service standards by accurately establishing customers’ needs and identifying opportunities for additional hire requirements
Deliver accurate and timely hire contract administration from initial order taking to completion
Resolve all damage and loss issues in line with operational procedures, escalating to the Office Account Manager in a timely manner, where appropriate.
Ensure that all transactions and documentation are filed accurately on a daily basis in line with the Contact Centre’s clear desk policy.
Manage all customer issues before, during and post hires in accordance with Company Policy and SLA agreements, escalating to the Office Account Manager in a timely manner, where appropriate
Manage any customer complaints in accordance with Company Policy and SLA, escalating quickly through the appropriate route when you cannot resolve
Partner with National Account Managers, Sales Executives and Depot staff to ensure that customer requirements are delivered cost effectively in accordance with the relevant SLA