Service Delivery Operations Co-ordinator working night shifts
SHIFTS WILL USUALLY BE 7PM TO 7AM OR 9PM TO 9AM
Crown SDS is offering an excellent opportunity to be part of a great team environment in a rapidly growing business. The role aims to provide a cost-effective, reliable, efficient, and sustainable delivery service meeting the customers’ needs and in line with the Company’s objectives.
Reporting to the Front Line Manager, you will be the first point of contact for customers and drivers. The role requires a high level of flexibility and the ability to communicate effectively both orally and in writing. You will work independently while performing consistently and efficiently. Communication will be via telephone, email, and proactive alerts, aiming to achieve optimum customer satisfaction and service delivery at all times.
This role involves time spent working as both customer service and controller, requiring a great deal of flexibility and multi-skilling.
Duties Include:
1. Provide a consistently high standard of customer service to all customers.
2. Respond appropriately and professionally to all customer requests.
3. Respond appropriately and professionally to all driver requests.
4. Job allocation to drivers and planning to achieve required response times for customer satisfaction within required profit margins.
5. Maintain continuous contact with customers and drivers during the end-to-end process of service provision.
6. Costing of jobs for customers and drivers.
7. Act as a professional and efficient point of contact for customers and drivers via inbound/outbound calls and email.
8. Handle live customer complaints.
9. Achieve response times (SLA).
10. Maintain full awareness of real-time resource availability.
11. Ensure accurate pricing of jobs for drivers and customers as per pricing process.
12. Maximise profit and prevent occurrence of loss-making jobs.
Applicant Criteria:
1. Strong work ethic with full attention to detail and accuracy.
2. Able to solve problems with minimal supervision.
3. Experience working in a high-pressure environment.
4. Demonstrated strong customer focus in a fast-paced environment.
5. Excellent customer service skills with rapport-building abilities.
6. Excellent communication skills, especially a high standard of telephone etiquette.
7. Strong administration skills.
8. Willingness to be flexible.
9. Excellent interpersonal skills, with a willingness to cooperate and work effectively as part of a team.
10. Previous contact centre experience preferred.
11. Able to identify issues, problems, and opportunities and practically resolve them while implementing corrective action as appropriate.
12. Generate enthusiasm and maintain a positive attitude towards change.
13. Able to work on your own initiative and prioritise workloads.
14. Logistics industry experience preferred.
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
* Casual dress
* Company pension
* Health & wellbeing programme
* On-site parking
* Sick pay
* Store discount
Schedule:
* Night shift
Ability to commute/relocate:
* Tamworth, B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:
* Night Shift: 1 year (required)
* Logistics: 1 year (preferred)
* Contact Centre: 1 year (preferred)
Work Location: In person
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