Job Details  
Advertiser: Get Recruited UK Ltd

 
Job Title: Service Delivery Coordinator
Location:City of London
Rate:£24K.00 to £26K.00 Per Year    Benefits: health insurance, life insurance
Description: SERVICE DELIVERY CO-ORDINATOR

CENTRAL LONDON

26,000 + HOLIDAYS, MEDICAL & LIFE INSURANCE

**INTERNATIONAL TRAVEL OPPORTUNITIES**



THE COMPANY:

We are currently working alongside a cutting-edge tech business in Central London who are looking to expand their team due to rapid growth moving into 2018. The company has developed a unique web-design software that is receiving exceptional demand from global brands and enjoying an impressive 70% customer retention rate year on year.

They are now looking for an experience Service Delivery Coordinator to oversee the Customer Service activity of the company. You will be responsible for monitoring and improving the company’s customer service delivery, maintaining strong management of outsourced customer service agents to ensure the best possible experience for clients. With the company under a period of rapid expansion, you will also have the opportunity to travel internationally to the likes of South Africa and New Zealand to assist with the opening of new offices.

On offer is a basic salary of up to 26,000, plus a great benefits package that includes your birthday off, medical insurance and life insurance. If you are experienced in leading customer service teams and want to join an ambitious, dynamic company in a role you can make your own, then we want to hear from you.



RESPONSIBILITIES:

* Interacting with outsourced customer service partners across four different locations around the world
* Reviewing inbound tickets from outsourced customer service agents and escalating where necessary
* Training and upskilling outsourced customer service Team Managers and reviewing training material to reduce the need for escalations
* Identifying areas of improvement through monitoring of customer service agent calls and communications
* Highlighting all product issues to senior management and working collaboratively with tech team to resolve, improve and evolve product
* Designing and implementing outbound call campaigns for outsourced partners to run
* Dealing with technical issues around appointments and escalating to tech team when necessary
* Assisting senior management with new country roll-outs – you MUST be open to international travel
* Running customer satisfaction surveys and identifying action to be taken



REQUIREMENTS:

This role is ideally suited to a self-driven individual with at least 2 years of experience in office-based customer service, ideally with experience of leading a team. The following attributes are also highly desirable:

* Familiarity with B2B customer service
* Previous work within a software/technology company
* Ability to liaise and work alongside senior stakeholders and managers of the business
* Highly organised approach with excellent attention to detail
* Proven people-management and coaching skills
* Fluent written and spoken English
* Open to international travel when necessary

Please do not apply to this role if you do not have customer service experience in an office/call centre setting.

APPLY NOW: This role will be progressing to interview stage very quickly, so please send your CV for immediate consideration. All applications will be treated with the highest level of confidentiality.
Skills Required: customer service, service delivery, qualilty assurance, coordination, management
Job Type: Permanent
Start Date: ASAP     Duration: Perm
Contact: Sarah Webster Contact E-mail: Click
Contact Tel: 0845 121 0741 / 0161 Contact Fax:
Reference: BBBH5074 Added: 02-02-2018
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
 
 
 
 
 
 
 
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