Lincolnshire Co-op is dedicated to providing a great service for our customers and members. We are in the process of establishing a new centralised customer care function within our Membership team and are looking for passionate and experienced Customer Care Co-ordinators to join our team and lead this initiative. The Customer Care Co-ordinator will take charge of setting up our new centralised customer care function to ensure seamless integration and operation. You will oversee the creation and implementation of customer care policies and procedures, develop and enforce service level agreements (SLAs) to maintain high standards and establish a robust complaint resolution satisfaction monitoring process. In this role, you will be the primary point of contact for delivering exceptional customer care support, ensuring that all customer enquiries and issues are addressed promptly and effectively. You will also resolve escalated issues with efficiency and empathy, implement strategies to continuously improve the overall customer experience and monitor customer feedback and satisfaction metrics to identify areas for improvement. For more information about this role, please refer to the full job description which is available as a download on this page. INDMP About You The ideal candidate will have proven experience in a customer care or customer service management role, with a strong understanding of customer care policies, procedures and service level agreements. Excellent problem-solving skills and the ability to resolve escalated issues effectively are essential. Outstanding communication and interpersonal skills, the ability to work independently and take initiative and strong organisational skills with attention to detail are required. Proficiency in using customer service software and tools is also necessary. Benefits: In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including: 30 days annual leave (including bank holidays) (pro-rata) Pension scheme (with up to 12% employer contributions) Generous colleague discount rates across our family of businesses Annual discretionary colleague bonuses to reward you for your hard work Free tea and coffee provisions for all colleagues during rest breaks at work We are an “Investors in People - Platinum” employer, meaning that we have been recognised as one of the country’s top employers, offering progression opportunities to all our colleagues. As your confidence grows, you’ll have the opportunity to build the skills necessary to further progress your career and help to open up future opportunities. Whether you’re thinking of a future with us or looking to develop your skills with a community-focused business, we’ll work together with you to shape your career for the better. About Us From a single store in 1861 we have grown to be one of the most successful co-operatives in the UK. We’re proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we’re a growing society made up of over 220 outlets and nearly 3,000 colleagues. We're owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more We work together as a Society and are committed to ensuring our recruitment process is barrier free and as inclusive as possible for everyone. If you need any adjustments, would like us to do anything differently during the interview or would like to get in touch with us about anything else, please contact our Recruitment team on (01522) 533316, or alternatively you can email [email protected]. We may choose to close our vacancies in the event that we receive a high volume of suitable applications, so we encourage all candidates to apply as soon as possible.