Monday - Friday 9am - 5.15pm with one in every three Saturdays with a day off during the week.
£21,630 plus benefits
Hybrid working
Main Responsibilities:
* Handle queries or escalations from both external clients & retailers within agreed SLA’s.
* Providing updates to both retailers, internal teams & external clients until end resolution.
* Refer issues and questions to managers if necessary.
* Meet call handling targets and objectives daily, weekly, and monthly.
* Prioritise workload effectively, achieving agreed targets and objectives.
* Build and develop strong working relationships with Retailers & Clients.
* Portray a positive image of the company, always maintaining a professional manner when communicating with retailers, customers, and clients.
* Support other Retail Operations functions with ad hoc outbound/inbound calling projects and administrative work as and when required.
* Complete and action ad hoc calling files received from clients through outbound calling.
Attributes:
* Excellent interpersonal & verbal communication skills with the ability to liaise with a diverse group of retailers.
* A well-organised individual who is self-motivated and confident and can work well, even under pressure.
* Someone who possesses a flexible approach to work and welcomes and adapts easily to change.
* Ability to work as an individual but also as part of a team.
* Ability to use initiative when needed and take the lead.
* Someone who works well without close supervision after full training.
* Ability to work within set guidelines and follow procedures.
* A good listener who can quickly identify the issue and provide accurate guidance on its resolution.
* Tenacious in seeking the resolution of issues/problems.
* Strong time management, organisation, and prioritisation skills to successfully meet deadlines and control own workload.
Candidate Requirements:
* Previous experience of working within a busy customer service environment.
* Previous telephony experience.
* Experience of answering telephone queries effectively and working within tight deadlines.
* Competent use of Microsoft systems (especially Excel) and other planning tools.
* Experience of dealing with internal and external customers ensuring that customer satisfaction is achieved at all times.
* Used to working in a fast-paced environment that can at times be demanding.
* The ability to work weekends on a rota basis.
Description:
Act as a liaison between Collect+ carriers (clients) & Retailers to solve any parcel processing issues. Providing updates on complaints or escalations to both parties to ensure a satisfactory resolution. The role will involve contacting retailers through outbound calling or email, to both carriers & retailers. Administration will also be undertaken to ensure the accurate recording of information or process fulfilment in our back-office systems.
Key Responsibilities:
Undertake outbound calls to existing retailers to improve parcel scanning compliance.
Complete training in relation to the Collect+ scanning process & device functionality.
Communicate retailer responsibilities in relation to contractual Collect+ SLA’s.
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