Our client is an iconic British brand, and moving excellence is their passion. 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
1. Employee Assistance Programme - EAP (supports our employees' wellbeing on many issues both in and out of work)
2. Health & Fitness Discount Vouchers
3. Free Staff Parking
4. 25 days holiday
5. Birthday Voucher
6. Christmas Voucher
7. Dress Down Fridays
8. Staff Rewards Voucher Scheme based on performance
9. Staff Referral Scheme
10. Paid time off for volunteering
11. Eye care vouchers
12. Free Flu Vaccination
13. Pension contributions after 3 months service
Role & Responsibilities
1. Respond to customer enquiries via phone, email and live chat in a timely and professional manner
2. Be available and own responsibility for your customer's experience throughout their moving journey
3. Provide accurate information about products and services addressing customer's needs and concerns
4. Maximise revenue through upselling optional extra products and services
5. Maintain excellent customer service and communication standards at all times, working to KPI's ensuring targets are met
6. Ability to problem solve in order to achieve a positive customer outcome
7. Collaborate with team members to improve customer service processes and outcomes
8. Follow up with customers to ensure their issues are resolved and they are satisfied with the service
9. Stay up to date with product knowledge, company policies and industry trends
Key Areas of Focus
1. Effective management of all incoming calls and enquiries
2. Recording of clear and accurate information provided by customers
3. Convert a customer's initial enquiry into a quotation for their move
4. Promote the company brand by encouraging customers to share their experiences on review platforms
5. Meeting productivity goals by being targeted on the number of moves managed each month
6. Effective cost control through customer interaction and excellent customer service
7. Methodical approach to post move satisfaction
Skills & Attributes
1. A customer-centric approach and attitude
2. The ability to actively listen and show empathy and understanding at all levels
3. Excellent verbal and written communication skills
4. Ability to manage customer queries appropriately and efficiently
5. Be enthusiastic, self-motivated and positive in your approach
6. Have excellent organisational skills with the ability to prioritise workload and multitask
7. Exhibits flexibility, be adaptable to change
8. Excellent time management, with the ability to work well under pressure
9. A passion for completing all tasks to the highest standard and be driven by results
10. Proficient IT skills - Office, Word, Excel
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