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 excellent employer that fosters a supportive and dynamic work culture, ideal for those looking to thrive in customer service. With a focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members are well-equipped to excel in their roles. Located in the heart of the UK, we provide a unique blend of national reach with a local touch, making it a rewarding environment for those passionate about delivering exceptional service to SMEs and online sellers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operator in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on The Collect Group. Understand their services and values so you can show how you fit into their culture and mission.
✨Tip Number 2
Practice your communication skills! Since this role is all about client interaction, brush up on your phone and email etiquette. Role-play with a friend to handle common customer queries and objections.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully handled complaints or tricky situations. Be ready to share these during your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at The Collect Group.
We think you need these skills to ace Customer Service Operator in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Enthusiasm:When writing your application, let your passion for customer service shine through! We love seeing candidates who are genuinely excited about helping others and making a difference in their day.
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter to highlight the skills and experiences that match the job description. We want to see how your organisational skills and solution-focused approach can benefit our team!
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that demonstrate your excellent communication skills. Remember, attention to detail is key!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss any important updates from us!
How to prepare for a job interview at The Collect Group
✨Know the Company Inside Out
Before your interview, take some time to research The Collect Group. Understand their services, values, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Customer Service Operator, excellent communication is key. Prepare examples of how you've successfully handled client queries or complaints in the past. Practise articulating your thoughts clearly and confidently, both verbally and in writing.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified and resolved issues. Be ready to discuss how you approach challenges, especially in a fast-paced environment. Highlight your solution-focused mindset, as this is crucial for the role.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training processes, and performance measurements. This shows that you're proactive and genuinely interested in how you can contribute to the team's success.
