Senior Customer Service Coordinator

Rewards and Benefits on offer:

• An incredibly rewarding and important role within the organisation.
• You will be working for a company that operates within the premium end of their sector.
• Immediate start date.
• Permanent position.
• Company Pension Scheme based on 5% Employee contribution and 3% Employer contribution.
• 25 Days paid holiday per calendar year in addition to the recognised Bank Holidays.
• Discretionary performance related Company Bonus Scheme paid annually.
• A great team culture.

The Company you’ll work for:

MTrec Commercial is proudly representing a prestigious and highly regarded client, that is one of the most customer-centric organisations we have ever had the pleasure of supporting with their recruitment needs. They have separated their business from larger, national, and higher volume competitors by operating at the premium end of their market, with the very best and highest quality products supplied to their customers. They take incredible pride in this business approach, which filters from the very top of the business with their MD to all levels and all of their staff. At the very heart of this philosophy is their customer service team, which ensures any issue, problem, query, request, information, and updates are provided with the utmost urgency and professionalism. The business owner expects in every interaction and communication their new staff member places themselves in the customers shoes and makes it their mission to help the customer and close off with complete satisfaction anything they need. This focus on customer service, provides the premium level service that also provides them with further competitive advantages.

They are now looking to recruit an experienced customer service professional, who has a genuine passion and belief for providing customer service excellence, and can represent their company, brand, and philosophy to the highest of standards. The role will be providing a first-class customer service experience, supporting the customers with any request or query, ensuring the companies service teams are promptly organised and ready to rectify any issue to the customers complete satisfaction. We are looking for a high level and experienced customer service coordinator, who has worked in a high value, high quality and relationship building environment and sector. You will have gained experience in a variety of industries that could include high value engineering where you have coordinated teams of service engineers, construction/building sector, where you have planned, organised, and coordinated teams of specialist highly skilled trades technicians or similar and related employment sectors where you are developing key relationships to provide technical solutions to your customers.

This is a unique and special career opportunity for the right person, as you will be working in a friendly, close knit team orientated environment. We would highly recommend applying for the role if you are looking for a rewarding and long-term career move.

The job you’ll do:

• To liaise with all customers to establish an excellent after sales/maintenance response to all complaints / queries
• To be professional, courteous and punctual in all dealings with customers and our external partners
• Ensure all works are monitored and that all relevant work is completed to the required standard within the agreed timescales
• Liaise with customers, suppliers, and managers to ensure that all associated works are carried out at agreed times
• Ensure all materials required is available prior to starting projects
• Ensure the customer care / after sales image by personally contacting customers within two weeks from legal completion to ensure the customer is happy and satisfied
• Plan and monitor the work of the customer care supervisor in advance to ensure continuation of work
• Liaise with Site Managers prior to arranging any meetings with customers
• Maintain an efficient, effective filing system, keeping records up to date at all times
• Report any continually occurring problems encountered by the Customer Care Manager to ensure these can be rectified and the source of the problem identified
• Effectively liaise with management, maintenance supervisor and suppliers to ensure minimum response times to customer care issues
• Liaise with the external out of hours call handling provider

About you:

• You will have gained experience in a variety of industries that could include high value engineering where you have coordinated teams of service engineers, construction/building sector, where you have planned, organised, and coordinated teams of specialist highly skilled trades technicians or similar and related employment sectors where you are developing key relationships to provide technical solutions to your customers.
• You will have first class customer service skills.
• You will take great pride and satisfaction in solving your customers problems and hearing them truly happy with your help and support.
• You must have well developed empathy skills, where you can place yourself in the customers shoes.
• A key quality needed is the ability to be self-motivated and to solve issues and problems with minimal direction.
• Diary management experience is required.
• You will truly be a great team player.
• Have a genuine passion for providing an excellent customer experience