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Salary: up to £65,000 per annum DOE + bonus
Hours: 9am-5pm or 8am-4pm Monday - Friday - office based
20 days holiday per year + Bank Holidays
A fantastic opportunity for a Customer Care Specialist to join a well-established Customer Care Team based in Newcastle-under-Lyme. The appointed person will provide outstanding service to existing customer organisations and Certified Instructors including responding to telephone and email questions and queries. Calling Customers in advance of attending their training programs.
Duties:
Day to day tasks and responsibilities of the Customer Care Specialist include:
- Supporting operational change within the team to ensure efficient and effective use of resources.
- Resolving customer queries (telephone/email /online)
- Talking incoming and making outgoing telephone calls
- Respond to internal and external information requests / queries
- Review and monitor recorded trainings on the website
- Collation and review of customer feedback
- First line of response for customer complaints
- Monitoring adherence and regulatory body standards
- Maintenance of customer records (Microsoft Dynamics CRM)
- Reports
- Work closely with others within the wider Operations Team including Finance and Training Delivery
Requirements:
- Qualifications in Maths & English
- At least two years’ experience of working in a busy office environment and supporting customers with query resolution
- Excellent written, verbal and listening skills
- A sound understanding of Microsoft Office (Word, Excel, Outlook, PowerPoint, SharePoint) and other IT software
- Detail oriented and a diligent approach to the completion of tasks
- Solution focused and excellent time management
- Experience and ability to manage multiple tasks simultaneously
- Ability to work to deadlines and to be able to prioritise tasks and requirements
- Working knowledge of computerised CRM system (preferably Microsoft Dynamics)
- Bilingual (French) or multi-lingual an advantage but is not essential
- Previous experience in the education or health or care sectors an advantage but not essential
