Job Description

JOB DESCRIPTION

• Job Role: Customer Care Co-Ordinator / Account Manager
• Wages: £10.50 per hour, which will increase to £11.30 on completion 6 months
• Bonus: Team Performance based/ TBC
• Working Hours: Mon-Fri - 8 hours per day, with 30 minutes unpaid lunch break Working pattern 7am to 6pm on a rota basis
• 1 in 8 Saturdays - 8am-12pm (rota basis)
• Holiday Period: 20 Days (Excluding Bank Holidays) (Holiday purchasing options available)
• Probationary period: 3 months

Reporting to: Office Manager

1. Brief Job Summary

Due to a period of growth and recent new contract wins; we are looking for a new Customer Care Co-Ordinator to join one of our successful team at KDE ltd. In order to excel in this role, you will have previous experience of working in a customer service environment and will truly enjoy delivering outstanding customer service to our customers. You are able to tailor your approach to each customer and their needs, possessing strong listening skills; demonstrating flexibility and the ability to work on your own initiative.

This role requires a strong work ethic and a "can do it attitude", you will receive full 1:1 training on the job for the first few months with our senior management team, to ensure you are successful in this role and have everything you need.

The Core Skills that the successful candidate will have for this role will be as follows:

• · Being computer literate & able to use Microsoft Office products
• · Able to confidently handling customer queries
• · Providing excellent customer service
• · Strong oral and written communication
• · Being sales oriented & confident on sales calls
• · Being professional and flexible with daily tasks
• · Managing stress
• · Resolving problems
• · Being driven and positive
• · Managing multiple tasks
• · Meeting targets
• · Administration and organisation
• · Honesty & Integrity
• · Strong work ethic
• Normal daily duties would involve but not be limited to the following:
• · Handling enquiries & sales inbound
• · Answering incoming calls, email enquiries and online website chats
• · Selling customers products and services
• · Performing administrative tasks with data input
• · Updating client accounts
• · Processing customer correspondence
• · Creating & following up quotations
• · Assisting Office manager with reports

Taking ownership and driving resolution on escalated customer issues Examples of the above will include:

Receiving telephone enquiries from B2B Clients, Landlords & residential home owners concerning problems with heating, plumbing and/or electrical issues.

Ascertain as correctly as possible the nature of the fault. Record and input the defect as reported into the customer database. Take details of name, address and telephone number and availability to make an appointment for an engineer to call.

Liase with the Technical Supervisor and the Office Manager to produce the service programmes & quotations.

Liase with supervisor/manager in placing, expediting and the execution of urgent work.

Liase with Engineers regarding information on jobs, i.e. Debrief, summary, quotes etc.

Operate computer and work processing ancillary equipment e.g. printers, as well as other electronic aids as and when introduced in an efficient and effective manner to provide comprehensive administration support to the group.

Keep computerised records up to date, manage and maintain effectiveness of IT.

Initiate reports, letters and other correspondence

Carry out administrative tasks as directed by the manager. Assist in areas to prevent bottlenecks and to relieve pressure points, particularly during holidays and times of sickness or when a consolidated approach is called for to complete an urgent project.

Job Types: Full-time, Permanent

Salary: £10.50-£11.30 per year

Benefits:

• Referral programme

Schedule:

• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Performance bonus

Ability to commute/relocate:

• Runcorn: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person

Expected start date: 08/05/2023

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