Operations Coordinator

Luton, Bedfordshire
competitive salary with excellent benefits
24 Aug 2017
21 Sep 2017
Job Sector
Customer Service
Contract Type
Full Time

We are looking for someone who is passionate about delivering great customer service over the telephone and somebody who is has the ability to schedule drivers/ operator’s daily activity. This is a very varied but exciting role as you would be responsible for activities such as handling customer queries and complaints, converting queries into hires, developing kpi reports and scheduling the drivers/operators daily activity. This role is vitally important - you are at the forefront of the Specialist Vehicles division within Nationwide Platforms and for this reason; we need someone who is sociable, has some idea of scheduling drivers and strong customer service skills. You also need to be able to work well in a team, be able to multi-task, have confident computer skills and be organised.

Responsibilities include:

•    Convert hire enquiries into orders to ensure achievement of revenue targets and maximise all additional sales opportunities

•    Proactively cross sell and up sell additional appropriate products

•    Contribute to overall business targets and comply with company standards

•    Provide a responsive service through all media to third parties ensuring that customers receive the highest standard of service at all times

•    Interpret & identify best solution for customer requirements, ensuring real time capture of customer information

•    Schedule drivers/operators using appropriate tools to maximise efficiency, control costs and meet agreed SLA/KPI's

•    Manage external resource levels to ensure that customer demand, collections and haulage recovery and operator costs are balanced

•    Manage disputes & complaints through resolution or escalation

•    Deal with all customers queries efficiently and cost effectively

•    Ensure the accuracy of information entered to minimise disputes and maximise business efficiency

•    Manage resources within department to ensure they are utilised in an effective manner

•    Develop Customer KPI reports

•    Review management information and follow up on outputs with the team

•    Direct, develop, motivate and support all direct reports ensuring that the business objectives are met to agreed timescale

•    Ensure all departmental costs are controlled in line with budget

•    Ensure that all administration tasks and processes are accurate and kept up to date

•    Ensure compliance to legislative requirements and internal quality, health, safety and environmental policies and standards

Qualification and Experience Requirements

•    Experience of inbound customer service preferred. Experience of sales through service models preferred

•    Good understanding of NWP daybook (desirable)

•    Ability to problem solve, use initiative and make decisions

•    Ability to work under pressure calmly and be adaptable

•    Motivated and driven with a desire to exceed targets

•    Excellent communication skills with the ability to build relationships at all levels

•    Good geographical knowledge of the South East

•    Flexible to work outside of contractual hours subject to business need

In return you will receive:

•    A Competitive Salary

•    Free Parking

•    Health Cash Plan

•    Childcare vouchers

•    Pension capped at 5%

•    25 days holiday