Customer Service Coordinator

Job Summary To liaise with customers and other internal and external stakeholders in order to manage complaints and issues which arise out of the day-to-day business to successful outcomes. Overview of responsibilities  Manage incoming communication, which can be via e-mail, telephone, website, etc, from any external stakeholder such as a customer, client, local authority, supplier, etc.  Proactively identify and understand the issue(s) and ensure they are suitably logged and detailed within the complaints system and any other system which may be required.  Proactively liaise with stakeholders across all levels of the Avonline Networks business and external stakeholders to understand the complaint and work towards a suitable and acceptable resolution.  Proactively liaise with Clients and other stakeholders to drive any complaint(s) to a successful resolution in line with an SLA.  Escalate complaints as and when required to resolve.  Liaising with Finance to make compensation payments where appropriate.  Day to day management of Complaints Administrator. Experience and Knowledge  Excellent interpersonal / communication skills.  Self-motivated and thrives in a busy working environment.  Results orientated.  Able to cope with pressure and remain calm.  Awareness of customer satisfaction for both internal and external sources. Skills  Excellent Administration Skills.  Good organisational skills.  Team working and leadership.  Experience in a customer facing environment, with responsibility for customer service excellence.  IT literate, excellent computer skills with Intermediate level MS Excel & MS Office skills.  Excellent administration skills, with a ‘quick to learn’ ability