Job Reference: BBBH39638
Job Duration:
Start date: ASAP
Description:
Concept Resourcing are currently recruiting for 2 Service Excellence Coordinators - home working with the requirement to commute to our clients office in Peterborough 2-3 times a month.
The successful candidate will be responsible for carrying outproject work to drive Services wide improvements using voice of the customer and voice of the business data in order to identify opportunities to optimise processes and enhance the customer experience.
The Role:
Main Purposes of Role:
* Lead andsupport on customer facing service recovery programmes
* Undertake investigation and analysis of data and ways of working across Services to find efficiency's and opportunities to streamline processes
* Provide support and cover to the Escalations Coordinator when required
* Contribute to identifying and reporting on overall themes and opportunities from multiple Service excellence work-streams (Escalation Reports, Escalations, NPS, Hypercare, QA, KIT, Supplier Excellence etc.)
The Candidate:* Must have excellent communication skills and previous customer service experience
* Must live within 1 hour of Peterborough and be able and willing to attend the office
* Passionate about what they do and making a difference
* Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
* Demonstrates a positive, proactive, results driven approach
* Passionate to develop and contribute
* Able to demonstrate adaptability in response to changing needs and priorities
* Tolerant and dependable under pressure. Able to work to deadlines
* Has a professional 'can do' attitude and approach
Knowledge and Experience
* Experience and capability to manage multiple initiatives andwork streams autonomously
* Excellent verbal and written communication skills
* Knowledge of Yellow and Green belt Lean SixSigma highly desirable.
* Experience of running improvement initiatives in a contact centre or MSP environment.
Package information:
* Monday to Friday 09:00 - 17:30
* £28k - £32k per annum
* Flexible working
If you are interested inthis vacancy please click apply
Industry: IT
Salary: £28000 - £32000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Kelsie Prior
Website: -
Direct Application URL: -