Customer Experience / Contact Centre Coordinator - 12m FTC

Job Purpose

Works with the Viewer Relations Manager to support viewer facing support programmes. Ensuring an outstanding level of service for viewers.

Accountabilities

● Provides support across all viewer facing programmes . Works with the 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.

o Investigate viewer feedback regarding engineer visits

o Investigate viewer feedback regarding call centre agents

o 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

o 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 to contact centre in Birkenhead as required.

Essential Knowledge, Skills & Experience

Will have proven customer services experience and work well under pressure;

Be open to change and continually look to improve the service;

Ideally will have experience in a Contact Centre environment - as a client or employee.

The Viewer Relations Coordinator should be polite, friendly with a natural and engaging communication style.

The role reports to the Viewer Relations Manager

Values

Collaboration - accomplishing great things together

Integrity - be honest, open and upstanding

Respect - treat others as they wish to be treated

Commitment - do what you say you will

Leadership - inspiring people to be the best they can be

Empathy - value other people's competencies, feelings and points of view