Customer Relations Coordinator

Customer Relations Coordinator

12 Month fixed term contract - view to extend

Based at mostly at home /rare occasional travel

This is an exciting opportunity to work with the Viewer Relations Manager to support viewer facing support programmes. Ensuring an outstanding level of service for viewers.

Additional responsibilities of the Customer Relations Coordinator include:

• Provides support across all viewer facing programmes we manage. Works with ours contact centre to ensure an outstanding level of service for viewers.
• Works with the Viewer Relations Manager to review the company's customer service processes to ensure viewer satisfaction targets are maintained and/or exceeded.
• Work with the Viewer Relations manager to create and maintain an up to date library of processes and training across the viewer experience management team
• Working with the contact centre operations and account management team to brief agents on all upcoming events and processes.
• Be the first point of contact for high-level case management and escalate to the Viewer Relations Manager for a final decision as required.
• Investigate viewer feedback regarding engineer visits
• Investigate viewer feedback regarding call centre agents
• Monitoring viewer survey results and investigating if negative feedback is received.
• Maintain an active database of engineers to include disclosure and barring checks, training records and ID badges.
• Work with the Viewer Relations Manager to manage jobs that have an outcome of interest if there is a need for additional equipment or auditor attendance
• Ensuring special instructions are briefed to the engineers to resolve cases of interest.

Additional Responsibilities

• Administrative tasks for the overall viewer experience management team
• Act as designated cover in the absence of Viewer Relations Manager
• Travel occasionally to contact centre in Birkenhead as required.

The successful Customer Relations Coordinator will ideally have:

• Customer service / contact centre background (supervisor or manager) who has worked with a cross section of the public
• Strong communication skills

To apply for the Customer Relations Coordinator please send your CV to caroline.kennedy@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy.