At a Glance
- Tasks: Join our team to support customers with queries, claims, and returns.
- Company: The Collect Group, a growing logistics company with a local touch.
- Benefits: Competitive salary, full-time hours, and a supportive team environment.
- Other info: Dynamic role with opportunities for growth in a fast-paced environment.
- Why this job: Make a difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and a solution-focused mindset are essential.
The predicted salary is between 20000 - 28000 £ per year.
The Collect Group is looking for an enthusiastic, resilient, and 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, parcel tracking support, handling claims and returns, and objection handling. Tasks will be allocated on a rota basis with shared responsibility across the team.
Core Tasks
- 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 improve processes
- Identifying opportunities to improve client knowledge and understanding of TCG services
Competencies and Skills
Applicants must have excellent organisational skills, attention to detail, and a solution-focused approach. A confident, polite, and professional written and telephone manner, excellent communication skills, and accurate written English skills are essential. The ability to handle objections and deal with client complaints confidently is essential. The role requires 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, 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 auditing of written and verbal exchanges with internal and external clients, customers and stakeholders. Quantity of output will be measured against set targets and KPIs such as response deadlines and resolution rates 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, providing 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 Details
Job Type: Full-time, Permanent
Salary: £20,000.00 per year
COVID-19 Considerations
Regular cleaning of communal surfaces.
Apply
Apply by emailing your CV and a brief covering letter outlining why you feel you would be suitable for the role to jobs@collectgroup.co.uk.
Customer Service Operator in Newcastle upon Tyne employer: The Collect Group
The Collect Group is an exceptional employer that fosters a dynamic and collaborative work culture, perfect for innovation-driven professionals. Located in the United Kingdom, we offer robust employee growth opportunities, including access to cutting-edge training and development programmes, ensuring you can thrive in your role as an Innovation Manager. Join us to be part of a forward-thinking team that values creativity and empowers you to turn ideas into impactful solutions.
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.
