Job title: Customer Excellence Coordinator

Reports to: Customer Service Team Manager

Job Type: 12-month FTC

Shift: 4 on, 4 off fixed shift Sunday, Tuesday, Thursday, Friday. Hours 06:00 - 16:00 each day

Salary: £28,000

Expected start date: ASAP

Food Service Logistics are looking for a Customer Excellence Coordinator to join our Customer Service Team at our Coventry site on a 12-month fixed term contract.

The customer service team are responsible for handling all inbound calls/ emails from our store profile (over 1110 stores). This role is both reactive, with any issues that come in and require great communication and problem solving with our teams at the depot to get these resolved, but they also proactive in nature. To hold depots accountable for their service and hold stores accountable to our high standards which regards to returning equipment and working with our drivers efficiently.

Key Responsibilities:

• Accountable for delivering KPIs and SLAs
• Investigation of open tickets, working with the relevant teams on site and instore when required.
• Work in partnership with senior site teams to spot trends in service and escalate them appropriately.
• Produce insightful management reports.
• Produce action plans to prevent re-occurrence of serious issues.
• Manage the expectation set by the customer.
• Able to prioritise tasks by importance.
• Be proactive with communication with stores with operational issues such as equipment management.

Qualifications and Experience:

• Time management skills - be able to meet tight deadlines.
• Computer literacy - lots of communication over email and use of different software packages
• Communication and influencing skills, ensure customer understands our operation.
• Ability to communicate effectively with a broad range people.
• Understanding of retail/hospitality sector and ideally ordering processes
• Be caring and understanding to incidents raised by the customer.

Benefits:

• Competitive pension scheme.
• You are protected by a Life Assurance Policy with up to 4x basic salary.
• Retail discounts all over the UK up to 20%.
• Free car parking on site
• Employee assistance program.
• Internal training programmes and development opportunities offered.