Customer Service Experience Officer
Job title: Customer Service Experience Officer
Job reference: CUG000438
Date posted: 22/06/2018
Application closing date: 15/07/2018
Salary: £19,528 per annum
Package: Up to 10% discretionary performance bonus
Job category/type: Professional Services
Customer Service and Experience Officer, CU Coventry
Mode: Full time/Permanent
This is an exciting opportunity to join the team at the 'one stop shop' Customer Service Desk within CU Coventry. As a Customer Service and Experience Officer(CSEO), you will be the first point of contact to all our new and existing customers dealing with enquiries from end to end whilst providing outstanding customer service at each contact point.
You will be a customer service champion for the customer service team, supporting the delivery of excellent service in line with agreed operating level agreements whilst ensuring quality standards are observed a tall times. You will be supervised by the Customer Service and Experience Operations Manager/Customer Services Experience Assistant Manager who will provide the operational lead for services delivered by the Customer Service Desk.
You must have the ability to convey to the customer a sense of expertise in our educational services and capabilities, and serve as an external key educator to our community and customers. You will play a pivotal role in ensuring the satisfaction of our customers in line with ISO 9001 and Customer Service Excellence certification requirements.
With your excellent communication skills, you will be required to communicate effectively to internal teams in accordance with regulations and company policies and procedures. You must have an eye for detail with the ability to identify trends and make recommendations for continual improvement.
This is a hands-on role that requires an enthusiastic and innovative individual with outstanding customer service skills and an eye for detail. You must be able to think on your feet, work independently but also as part of a team.
You should possess excellent IT and communication skills,and the ability to work under pressure is essential for this post. You should also have experience of customer service or dealing with the general public.
You will be expected to work 36.5 hours per week and this will include evenings and Saturdays. You will be required to work on a shift pattern covering the opening hours.
For more information on the position or any of the above please visit our website http://www.coventry.ac.uk/cuc/CUC-Job-Search
Closing date: 15th July 2018
Interview date w/c: 30th July 2018