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9 days ago
Apetito
Basic Salary: £20,000 to £25,500 + Bonus + Benefits
Location: Somerset
Job type: Permanent
Category: Customer Service Jobs
Overview

apetito’s aim is to create competitive advantage through the highest standards in customer service and food quality. The Customer Service Team is responsible for order processing ensuring they provide sufficient lead time to enable the distribution team to deliver on time as ordered. However the team also has a broader role to support customers as required by responding to their needs, to support them and re enforce the business relationship.

The Senior Customer Service Advisor will support the customer service manager in co-ordinating the customer service functions of the distribution centre, ensuring the efficient, resilient and cost effective fulfilment of all customer requirements. In addition they will liaise closely with internal and external customers to ensure all customer service and performance targets are met and exceeded.

Responsibilities

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To drive a customer focus approach across all activities and ensure the customer service team is a centre of excellence, maintaining outstanding customer service both internally and externally

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Ensuring timely order capture from the team

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Co-ordinating the communication process to ensure that all customers are kept up to date

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Assisting in the management of the customer escalation and complaint process

* Coach and develop Customer Service Advisors to ensure that world class customer service is maintained across the team
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To provide cover during the Customer Service Manager absence

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Analysing customer service and commercial information to propose innovative ideas and enhance the overall function.

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Liaising closely with all other functions with a customer service angle negotiating on the best fit solution

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Responsible for the production of reliable and accurate reports of department performance and wider teams

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Ownership of the phone management system

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Communicating effectively at all times – holding regular organised meetings, as well as ad hoc catch ups, with your teams to help them understand their key priorities.

Qualifications

Qualifications:

Educated to 'A' Level and above, and GCSE in Maths and English, or equivalent.

Has excellent Computer and Excel Skills with significant experience within a Customer Services environment.

Key Experience Knowledge & Skills:

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Demonstrable experience of working in a customer focused organisation and ability to nurture and cultivate a truly customer focused culture within your own team and the wider business.

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Demonstrable experience of team leadership operating at a supervisory level. Evidence of ability to influence peer group and superiors to achieve excellence in customer service.

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Subject Matter Expertise and a thorough knowledge with hands on experience of a Customer service.

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A passion for encouraging team work, with an innovative approach to issue resolution – being creative and continuously developing new ways to improve performance.

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A focus on promoting a culture where all employees are engaged, able to voice their suggestions and ideas.

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Excellent team management and customer relationship skills, both internal and external.

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An analytical fact based approach with a good understanding of reporting and recording performance statistics.

Personal Qualities:

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Is self-motivated

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Is comfortable working in a fast pace environment

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Is customer focused

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Has an outgoing and confident personality

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Is flexible and adaptable

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Enjoys working with & developing people

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Is a natural leader

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Has good communication skills

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Wants to exceed expectations

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Is performance management focused

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Has ambition to progress in a growing business

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