Job Title: Customer Service Lead
Salary: £25,000 - £35,000
Location: Remote with quarterly visits to London
The Role:
We are representing a leading organisation in the not for profit sector, looking to build out their customer service team. This pivotal role will shape how the business interacts with its customers, defining best practices for managing inquiries, resolving issues, and providing exceptional service across multiple channels. The successful candidate will support the establishment of a central service desk and handle operational tasks, driving efficiency and customer satisfaction.
Key Responsibilities:
* Customer Support: Provide prompt and accurate responses to customer inquiries via the Service Desk system, ensuring helpful and timely solutions.
* Problem Resolution: Address customer concerns by investigating issues and delivering solutions that prioritize satisfaction and align with company policies.
* Order Management: Facilitate order placement, tracking, and account setup to maintain data accuracy and streamline processes.
* Product Expertise: Gain in-depth knowledge of company products and services to confidently assist and advise customers.
* Record-Keeping: Maintain comprehensive documentation of customer interactions and resolutions to support process improvements.
* Feedback Collection: Capture valuable customer insights to drive enhancements in products and services.
* Cross-Department Collaboration: Work closely with internal teams to resolve issues and optimize the customer journey.
Who We’re Looking For:
Essential:
* Technically Proficient: Advanced skills in Microsoft Excel, Project, and PowerPoint.
* Customer service: 3+ years of experience in customer service, contact centre, or a client-facing role.
* A Skilled Communicator: Able to engage effectively across a busy team and interact with senior stakeholders.
* Detail-Oriented: Accurate in handling financial tasks and data management.
* Team Player: Self-motivated and eager to contribute, with a passion for continuous improvement.
Desirable:
* Interest in IT and troubleshooting technical issues, ability to support their internal IT service desk would be beneficial.
Interested?
If you're keen to grow within your next role and see yourself within a company offering exciting progression opportunities, please do reach out.
Apply now to find out more.