Customer Care Administrator

Are you an experienced   Customer Service Coordinator who can  manage operational aspects in collaboration with the Customer Service Manager and various teams. The ideal candidate will be a central figure in ensuring customer satisfaction, adept at problem-solving, and possess a customer-centric approach. This role requires someone who can effectively communicate and coordinate internally and externally to maintain high service levels and manage customer interactions professionally.

• Log and triage customer complaints to determine case allocation by site 
• Investigate and diagnose complaints or customer requests to progress to a satisfactory conclusion for both the customer and the business .
• Liaise with Production teams to expedite delivery or service requests as per customer requirements 
• Review, monitor, and update the CRM system with all communications 
• Attend Production meetings to report new complaints and determine any delays impacting customers 
• Attend weekly complaints meetings and record any required actions 
• Monitor Customer Care email and telephone line, ensuring all queries/calls are responded to promptly 
• Serve as the first point of contact for incoming customer concerns, issues, and requests.
• Draft and send Case acknowledgement and Final response letters/reports.
• Raise Return Material Authorisation for replacement, collection, and credit of suspect items.
• Take ownership and manage customer expectations, considering their requirements.
• Continuously communicate with internal teams to ensure issues are resolved and orders are delivered on time and in full.

• Educated to GCSE level or above.
• Minimum 2 years of experience in a similar position.
• Proficient in problem-solving techniques, including root cause analysis and quality tools.
• Clear communication skills and a strong command of the English language.
• Working knowledge of customer relationship management (CRM) systems.
• Excellent interpersonal and active listening skills.
• Computer literate with a good knowledge of Microsoft applications.
• Deadline and detail-oriented with strong analytical and critical thinking skills.
• Customer-focused with the ability to manage conflicting priorities and work calmly under pressure.