Full Job Description
Customer Service Representative
Salary: £26,500 to £28,000 + commission
Working Hours: 42.5 hours per week, Monday – Friday
- Shift options: 07:30 – 14:30 or 08:00 – 17:00
Benefits:
- Excellent benefits package including buy & sell annual leave schemes, free eye tests, and access to retail discounts.
- Generous pension and life assurance scheme.
Our Client:
Our client is a global market leader in plant hire solutions, renowned for their commitment to service and delivery. They are dedicated to investing in the development of their staff, offering numerous opportunities across their diverse business sectors. If you demonstrate the desire and commitment, there’s ample opportunity to advance within the company.
This role is ideal for someone who values continuous development and possesses a positive attitude!
Job Purpose:
To provide exceptional customer service in line with company standards and Customer Service Level Agreements (SLAs), enhancing the company’s reputation for excellence.
Competencies Required:
- Skills, Know-how, and Experience:
- Good working knowledge of the construction and/or plant hire industry.
- Previous experience in a customer service role, preferably within a call center or depot environment.
- A continuous improvement mindset; embraces change and proactively suggests improvements to processes and service levels.
- Strong interpersonal skills; communicates clearly and concisely and demonstrates effective listening skills.
- A strong customer service ethic; displays a positive and courteous approach, ensuring all customer queries are handled promptly and efficiently.
- Excellent organizational skills with a methodical approach, attention to detail, and adherence to company standards and procedures.
- A good team player who enjoys supporting others to achieve common goals.
Principal Accountabilities:
- Manage all customer orders and queries in line with company policy and SLA agreements.
- Enhance revenue and service standards by accurately identifying customers’ needs and offering additional hire solutions.
- Ensure accurate and timely hire contract administration from order taking to completion.
- Resolve damage and loss issues per operational procedures, escalating to the Office Account Manager as needed.
- Maintain accurate daily filing of all transactions and documentation in accordance with the Contact Centre’s clear desk policy.
- Manage customer issues before, during, and after hires, adhering to company policy and SLA agreements, and escalating when necessary.
- Handle customer complaints according to company policy and SLA, escalating unresolved issues through the appropriate channels quickly.
- Collaborate with National Account Managers, Sales Executives, and Depot staff to ensure customer requirements are met cost-effectively and according to the relevant SLA.
If this role aligns with your experience and career goals, apply today! A consultant will respond to your application.
