At a Glance
- Tasks: Join our team to provide top-notch customer support and manage client queries.
- Company: The Collect Group, a growing logistics company with a friendly vibe.
- Benefits: Competitive salary, full-time hours, and opportunities for career growth.
- Other info: Fast-paced environment with training provided and room for personal development.
- Why this job: Be part of a dynamic team making a real difference in customer experience.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 28309 - 34599 £ per year.
The Collect Group is looking for an enthusiastic, resilient, reliable person to join the Customer Service team. Working as part of a team, you will be responsible for all aspects of Customer Service including onboarding, offering support with parcel tracking, dealing with claims and returns, and objection handling. Tasks will be allocated on a rota basis with a shared responsibility across the team.
Core Tasks Include:
- Answering client queries on an online ticket system
- Using bespoke software to manage claims and returns
- Answering inbound calls
- Liaising with delivery couriers
- Working with our drivers to address any operational needs
- Monitoring social media updates and addressing emails
- Identifying training and knowledge gaps within the client base
- Making proactive outbound calls
- Onboarding new clients
- Working with the team and Team leader to retain business and to improve processes
- Identifying opportunities to improve client knowledge and understanding of TCG services
Competencies And Skills:
An essential part of the Customer Service Adviser role is to possess excellent organisational skills, pay attention to detail and be solution focussed. Applicants must have a confident, polite, and professional written and telephone manner, have excellent communication skills and accurate written English skills. The ability to handle objections and deal with client complaints in a confident manner is essential. The Customer Service Adviser must have the ability to work in a fast-paced environment and respond well to change. Following full training, the Customer Service Adviser must be competent in our internal bespoke software and systems and Partner platform systems.
Performance Measurements:
Customer Service Advisers will be measured on both the quality and quantity of output to ensure we are delivering excellent client experience with maximum efficiency. Quality of responses and interaction will be assessed through the auditing of written and verbal exchanges with internal and external clients, customers, and stakeholders. Quantity of output will be measured against set targets and KPI’s such as response deadlines and resolutions via internal reporting.
About Us:
The Collect Group was established over 10 years ago, trading until recently as Low Cost Parcels, and is expanding its operations in multiple areas across the UK during 2022. We specialise in Collections from small to medium businesses. Creating solutions to take the hassle out of parcels, The Collect Group is a national company with a local feel specialising in software-first logistics to best serve SMEs and online sellers across the country.
Job Types: Full-time, Permanent
Salary: £20,000.00 per year
COVID-19 Considerations: Regular cleaning of communal surfaces
Customer Service Operator in Newcastle upon Tyne employer: The Collect Group
The Collect Group is an excellent employer that fosters a supportive and dynamic work environment for Customer Service Operators. With a focus on employee growth, we provide comprehensive training and opportunities to enhance your skills while working collaboratively within a team. Our commitment to a positive work culture, combined with the chance to make a meaningful impact in the logistics sector, makes us an attractive choice for those seeking rewarding employment in a thriving company.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operator in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Collect Group. 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 The Collect Group 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 Operator in Newcastle upon Tyne
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 The Collect Group:Your cover letter is your chance to shine! Tell us why you want to work at The Collect Group 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 The Collect Group!
How to prepare for a job interview at The Collect Group
✨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.
