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February 8, 2018 | Comments Off on Customer Service Co-Ordinator
Customer Service Coordinator Location: Ipswich Kier Strategic Highways is looking to recruit a Customer Service Coordinator who will report to the Customer Service Manager. The successful candidate will be responsible for providing customer support to the Areas 6&8 highways maintenance contract.
Key Responsibilities:
To engage with customers on a daily basis by all communication methods
Follow the requests of Highways England to resolve customer and stakeholder issues
Answer all types of enquiries including; general enquiries, MP enquiries, letters to the Chief Executive, Parliamentary Questions and Freedom of Information requests.
Be able to prepare strategies to solve escalated customer issues
Be able to identify risk
Provide a support function to the Customer Service Manager during standard office hours and occasionally, during unsociable hours
Delivering to tight deadlines, with the ability to manage change at short notice and prioritise workloads
Ability to identify potential conflicts and offer solutions
Attending and contributing to regular meetings with internal and external stakeholders, offering advice and providing relevant feedback to communication colleagues within the HE
Identifying opportunities and working with the HE to optimise maximum positive media coverage
Protecting the reputation of Kier Highways and the HE by adopting a customer-focused approach
Produce monthly reports and trend analysis
Chair internal customer meetings in the absence of the customer service manager
Provide a link to corporate communications providing news stories and case studies on a monthly basis for the company's magazine
Key Skills and Qualifications:
Previous experience in customer service
Experience of dealing with customers over the telephone and via written communication
Experience of working to very tight deadlines
Customer-focused with experience of improving customer relationships
Be sensitive and diplomatic
Strong administrative skills required
Experience of word processing, spread sheets, databases and email is essential
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