At a Glance
- Tasks: Manage customer inquiries and resolve issues efficiently to enhance satisfaction.
- Company: Join Lanesgroup, a dynamic company focused on exceptional customer service.
- Benefits: Competitive salary, supportive environment, and opportunities for skill development.
- Other info: Full-time role based in Worthing with excellent team collaboration.
- Why this job: Make a real impact on customer experiences while growing your career.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24300 - 29700 £ per year.
Resolution and Enquiries Coordinator at Lanesgroup.
About the role
As a Resolution and Enquiries Coordinator at Lanesgroup, you will play a pivotal role in managing customer inquiries and resolving issues efficiently.
This position is essential for ensuring that our clients receive timely and effective support, contributing to overall customer satisfaction.
You will work closely with various teams to facilitate smooth communication and problem-solving processes, making a significant impact on our service delivery.
- Key facts
- Engagement: Full-time
What you'll do
- Serve as the primary point of contact for customer inquiries, ensuring all communications are handled professionally and promptly.
- Investigate and resolve customer complaints, employing effective problem-solving techniques to ensure satisfactory outcomes.
- Collaborate with internal departments, such as operations and technical support, to gather necessary information for resolving customer issues.
- Maintain accurate records of customer interactions, inquiries, and resolutions in our customer relationship management (CRM) system.
- Develop and implement standard operating procedures for handling inquiries and complaints to enhance efficiency and consistency.
- Analyze customer feedback and trends to identify areas for improvement in service delivery and customer experience.
- Prepare reports on customer inquiries and resolutions to provide insights for management and support continuous improvement initiatives.
- Assist in training new team members on best practices for customer service and inquiry resolution.
- Participate in team meetings to discuss challenges, share insights, and collaborate on strategies for enhancing customer satisfaction.
- Ensure compliance with company policies and procedures while handling customer inquiries and complaints.
- Actively contribute to a positive team environment by fostering open communication and collaboration among team members.
- Stay updated on industry trends and best practices in customer service to continually enhance your skills and knowledge.
Requirements
- Proven experience in a customer service or resolution-focused role, ideally within a similar industry.
- Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Excellent problem-solving abilities, with a keen attention to detail and a proactive approach to resolving issues.
- Proficiency in using CRM software and other relevant tools to manage customer interactions and data.
- Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
- Strong organizational skills, with the ability to prioritize tasks and manage time effectively.
- A customer-centric mindset, with a passion for delivering exceptional service and support.
- Nice to have
- Experience in the utilities or construction industry, providing a deeper understanding of the sector's unique challenges.
- Familiarity with data analysis tools to help identify trends and areas for improvement in customer service.
- Previous experience in training or mentoring team members, contributing to a collaborative team culture.
Skills & tools
- Proficient in Microsoft Office Suite (Word, Excel, Power Point) and other relevant software applications.
- Experience with customer relationship management (CRM) systems, enhancing the ability to track and manage customer interactions.
- Strong analytical skills to interpret data and generate actionable insights for improving customer service processes.
- Excellent interpersonal skills, enabling effective collaboration with colleagues and clients alike.
- Practical notes
This position is based in Worthing, West Sussex, and requires full-time engagement.
The salary for this role is competitive and commensurate with experience, reflecting the importance of the position within the organization.
Candidates must be eligible to work in the UK; visa sponsorship is not available for this role.
The successful candidate will undergo a comprehensive onboarding process to familiarize themselves with Lanesgroup's operations and culture.
In this role, you will have the opportunity to make a meaningful impact on customer experiences while developing your skills in a supportive and dynamic environment.
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Resolution and Enquiries Coordinator in Worthing employer: Lanesgroup
Lanes Group is an exceptional employer that values its employees by offering a supportive work culture and opportunities for professional growth within the legal field. With benefits such as 24 days of annual leave, flexible working arrangements, and a comprehensive pension scheme, the company fosters a balanced work-life environment, making it an ideal place for experienced Employment Solicitors to thrive in their careers.
