Our client is an iconic British brand, and moving excellence is their passion and they have been relocating families and businesses locally and across the world for over 350 years.
An immediate opportunity has become available to join their Nottingham office as part of their Move Management Team.
Benefits
Employee Assistance Programme - EAP (supports our employees’ wellbeing on many issues both in and out of work)
Health & Fitness Discount Vouchers
Free Staff Parking
25 days holiday
Birthday Voucher
Christmas Voucher
Dress Down Fridays
Staff Rewards Voucher Scheme based on performance
Staff Referral Scheme
Paid time off for volunteering
Eye care vouchers
Free Flu Vaccination
Pension contributions after 3 months service
Role & Responsibilities
Respond to customer enquiries via phone, email and live chat in a timely and professional manner
Be available and own responsibility for your customer’s experience throughout their moving journey
Provide accurate information about products and services addressing customer’s needs and concerns
Maximise revenue through upselling optional extra products and services
Maintain excellent customer service and communication standards at all times work to KPI’s ensuring targets are met
Ability to problem solve in order to achieve a positive customer outcome
Collaborate with team members to improve customer service processes and outcomes
Follow up with customer’s to ensure their issues are resolved and are satisfied with the service
Stay up to date with product knowledge, company polices and industry trends
Key Areas of focus
Effective management of all incoming calls and enquiries
Recording of clear and accurate information provided by customer’s
Convert a customer initial enquiry into a quotation for the customers move
Promote the company brand by encouraging customers to share their experiences on review platforms
Meeting productivity goals by being targeted on the number of moves managed each month
Effective cost control through customer interaction and excellent customer service
Methodical approach to post move satisfaction .
Skills & Attributes
A customer centric approach and attitude
The ability to actively listen and show empathy and understanding at all levels
Excellent verbal and written communication skills
Ability to manage customer queries appropriately and efficiently
Be enthusiastic, self-motivated and positive in your approach
Have excellent organisational skills with the ability to prioritise workload and multi task
Exhibits flexibility, be adaptable to change
Excellent time management, with the ability to work well under pressure
A passion for completing all tasks to the highest standard and be driven by results
Proficient IT skills – Office, Word, Excel