At a Glance
- Tasks: Support the Customer Service team with admin tasks and ensure smooth operations.
- Company: Join a dynamic team at Ovia, focused on customer satisfaction.
- Benefits: Enjoy extra annual leave, health cashback, pension scheme, and free parking.
- Other info: Fast-paced environment with opportunities for growth and collaboration.
- Why this job: Be part of a team that values efficiency and customer care while developing your skills.
- Qualifications: Previous customer service/admin experience and strong organisational skills required.
The predicted salary is between 25000 - 28500 £ per year.
Responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross functional communication.
Main Duties
- Providing comprehensive administrative support, coordinating with various departments throughout the organization.
- Managing daily delivery reports liaising with carriers, Customer Service, and the warehouse to resolve any delivery issues.
- Coordinating with carriers, tracking deliveries, obtaining Proof of Deliveries (PODs), and managing claims arising from any failed deliveries.
- Cross checking carrier invoices against the claims to ensure accuracy.
- Analyzing carrier performance data, identifying trends and root causes of failed deliveries, such as address issues, weather delays, or logistic failures, and preparing reports for the senior team.
- Working collaboratively with the warehouse, upgrading/amending customer orders, running reports and ensuring customer orders are dispatched without issue.
- Liaising with the warehouse to investigate delivery incidents, identify issues, analyze trends, collate information, and report findings to the senior team.
- Monitoring marketing board stock levels, back orders, raising work orders when required, and providing regular updates to the relevant departments.
- Coordinating and scheduling deliveries with key customers.
- Liaising with returns/quality and customer service teams to coordinate goods collections with external carriers.
- Monitoring carrier performance and producing data driven reports to support the improvement of collections.
- Capturing quality enquiries/returns received through customer service, analysing trends, ensuring investigations are completed thoroughly, and raising repeated item issues.
- Attending monthly meetings with the Quality department to report on findings and gather feedback to relay to the Customer Service department.
- Preparing and finalising the necessary courier customs clearance documentation for Irish deliveries and returns.
- Handling sample requests, processing marketing orders, replacement orders, and managing internal orders across affiliated companies.
- Scanning and verifying documents for upload to our archive system.
- Providing support for house accounts.
- Working with various departments to troubleshoot and resolve operational challenges, ensuring minimal disruption to customers.
- Managing switchboard overflow, supporting and covering for customer service advisors and returns coordinators.
- Performing any other administrative tasks as needed to support customer service and the broader Ovia team.
Skills and Experience
The ideal candidate should be personable and professional, with a strong focus on efficiency and accuracy. They should demonstrate initiative, adaptability, and the ability to prioritize effectively in this role. This role requires a keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously. They must be able to collaborate effectively in a team while also managing their individual workload and time efficiently. They should demonstrate a proactive approach to resolving challenges and exceeding customer expectations. They should be able to work under pressure and adapt easily to change.
Experience with Word, Outlook and Excel is essential. Experience with a Sage similar ERP system would be beneficial. Previous experience of customer service/administration is required.
Benefits
- Option to purchase up to 5 extra days annual leave
- Health Cashback Plan
- Pension Scheme
- Life Assurance
- Free Parking
Location: Scolmore House, Tamworth, B79 7UL
Customer Service Operations Support in Tamworth employer: Job Search Place Limited
At Ovia, we pride ourselves on being an exceptional employer, offering a supportive work culture that values collaboration and efficiency. Located in the heart of Tamworth, our team enjoys a range of benefits including a health cashback plan, pension scheme, and the option to purchase additional annual leave, all while working in a dynamic environment that fosters personal and professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operations Support in Tamworth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Operations Support in Tamworth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
