We have an exciting new role for a Frontline Co-ordinator to join our new team in Warrington! This role is office based, hybrid working is not available. The Frontline Co-ordinator acts as a first point of contact for queries received via the Sunbelt Rentals website and telephone numbers, triaging omni-channel cases within Salesforce, ensuring enquiries are routed to the correct teams, identifying leads and opportunities for the sales function. While also filtering out non-value enquiries to maintain service efficiently and support customer acquisition.,
- Monitor and manage omni channel cases via Salesforce, assign cases to appropriate departments, and maintain service SLAs
- Identity sales leads from enquiries forwarding leads to relevant sales teams using Salesforce, and close non-value enquiries
- Serve as first point of contact via telephone, allocating calls across the business based on enquiry type and urgency
- Maintain accurate case records, collaborate with Salesforce Administrators to improve case handling processes, and support with the reporting and dashboard updated related to enquiry volumes and outcomes
- Work closely with Sales, Marketing, and Operations to align triage processes, and share insights on enquiry trends with internal stakeholders
What we offer?
- Real Living Wage Payer
- Excellent development opportunities
- Exceptional benefits including:
- Incentive scheme
- Life Assurance
- Employee assistance programme
- Opportunity to buy and sell holidays
- Proven experience in a customer service role, demonstrating confidence, professionalism, empathy and clarity while maintaining strong listening and problem-solving skills
- Computer literate with experience with digital tools and platforms
- Excellent communication skills, both written and verbal, to effectively interact with customers and internal teams
- Strong prioritisation skills and decision-making skills to access enquiry value and route appropriately under pressure
- High degree of attention to detail to successfully update case records and maintain reliable CRM data
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Frontline Co-ordinator in Warrington employer: Sunbelt Rentals Limited
At Sunbelt Rentals, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Lead Business Analyst, you'll not only have the opportunity to shape our business analysis practices but also benefit from comprehensive support for your professional growth, including mentorship and access to mental health resources. Our commitment to diversity, inclusion, and employee wellbeing ensures that you will thrive in a supportive environment while contributing to meaningful digital transformations across various sectors.
