01892 240 845

info@flossagency.co.uk

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Customer Service Operations Manager
Croydon
35-40K PA + 3.5K Bonus
Permanent

To lead, motivate and develop your department to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.

To create a high performance culture in which employees want...

To lead, motivate and develop your department to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.

To create a high performance culture in which employees want to engage with each other and collaborate to achieve the company Vision and Mission.

This position is based on a 35 hour week 0900-1700. Work days include Monday to Saturday. However, our business can be unpredictable and there will be times when we need you to work longer. There may be a requirement to be on call.

Main Responsibilities:

Manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies.
Monitor volumes and maintain forecasting models to ensure staffing levels are correct. Ensure shift patterns and numbers of employees required to meet demand are realised.
Manage performance by motivating employees and monitoring adherence to their objectives.
Coordinate recruitment and on-boarding of new employees as and when required.
Review the performance of team managers and team members, identifying training needs and planning training sessions.
Complete skill and knowledge needs assessments, performance reviews and cost/benefit analyses.
Coach, motivate and retain employees. Monitor random calls to improve quality, minimise errors and track operative performance.
Coordinate bonus, reward and incentive schemes. Set and meet targets around real time performance of the department, productivity, efficiency and quality.
Ensure all relevant communications and data are updated and recorded.
Communicate company vision, mission strategy and goals so every employee understands his or her role.
Communicate key information and business initiatives by holding regular huddles, team meetings, and floor walking etc and checking understanding.
Liaise and work closely with key stakeholders around the business to gather information and resolve issues.
Positive advocate for change within the organisation actively supporting any project team with the implementation of new clients/products
Ensure that all employees follow the company’s best practices and processes so that the quality and standard of service required is fully realised and consistently achieved.
Maintain up-to-date knowledge of industry developments and involvement in networks.
Develop presentations and talks to motivate and educate team members and to keep them up to date with client and industry trends.
Embed a strong customer service ethos and drive a culture of ownership and continuous improvement within the team. Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact.
Record and report as and when required internally and to clients the departmental statistics and performance levels.
Handle the most complex customer complaints or enquiries.
Produce daily, weekly and monthly MI for the team relating to work and volumes within the specified timeframes.
Review and update procedures and ensure tasks are carried out in line with them.
Embed a culture of professionalism where you and your team adhere to procedural, regulatory & industry requirements including but not limited to GDPR and TCF.

Essential

Educated to A’ level standard or equivalent
A minimum of two years’ experience at Senior Supervisory or Manager level within a blue-chip environment
Advanced knowledge of Excel
Ability to interpret and analyse data
Proven experience of working to results driven deadlines
Attention to detail and desire to provide excellent customer service
Demonstrable understanding of the difference between good and outstanding customer service
Proactive and challenging
Flexible and adaptable to changing situations
Strong problem solving skills
Excellent interpersonal and relationship building skills
Ability to communicate effectively and set clear expectations
Able to lead and coordinate activities between multiple functions.

Desirable

Educated to Degree standard or equivalent

Customer Relations Co-ordinator
Tonbridge
19K PA
Permanent

This is an excellent opportunity to join a professional organisation in Tonbridge.

Duties

Assisting in the management of complaints, to monitor open complaints and to ensure they are managed correctly
To allocate a complaint to a...

This is an excellent opportunity to join a professional organisation in Tonbridge.

Duties

Assisting in the management of complaints, to monitor open complaints and to ensure they are managed correctly
To allocate a complaint to a Complaint Handler
Managing the Complaints In-box
Logging all new complaints onto the system
Respond to client requests for updates
Assist with the investigations and research of complaints
Sending out letters to customers
Complete management reports
Highlight any irregularities or gaps in products and customer services

Skills

Interested candidates will have excellent communication skills both verbally and written
Have previous customer service / call handling experience
Complaint handling experience is essential
Accurate keyboard skills with a good level of computer literacy
Experience within financial or insurance services desirable

Hours of work

Monday to Friday 0830 – 1700 with a lunch break daily

Office Administrator
Tonbridge
16,500K PA
Permanent

This is an excellent opportunity to join a professional organisation in Tonbridge as part of a busy client facing team.

Duties

To provide admin support to a team of customer service specialists
Managing the email...

This is an excellent opportunity to join a professional organisation in Tonbridge as part of a busy client facing team.

Duties

To provide admin support to a team of customer service specialists
Managing the email in-box and distributing the relevant team member
Sort and distribute incoming post to relevant areas
Managing the office door entry system, meeting and greeting guests and visitors
Progressing and updating queries and cases with external contacts
Dealing with some incoming and outgoing phone calls
Liaise with suppliers by phone and email
Scanning documents, filing and photocopying

Skills

Interested candidates will have previous experience in an office environment
Have a good level of numeracy and literacy with good GCSES in Maths and English
Excellent data entry skills with a high level of accuracy
A professional phone manner with good communication skills

Hours of work

Monday to Friday 0830 – 1700 with a lunch break daily

Customer Service Advisers
Croydon
21,787K - per annum + £600 Shift Allowance + 1K Bonus
Permanent

Starting September 2019!!

+ Shift Allowance up to £600 PA + Overtime Rates + 1K Annual Bonus

This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team.
...

Starting September 2019!!

+ Shift Allowance up to £600 PA + Overtime Rates + 1K Annual Bonus

This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team.

Duties will include:
• Handling incoming and outgoing telephone calls in a prompt and courteous manner in line with company expectations
• Provide a proactive response to calls for assistance and providing advice and solutions
• To ensure that customers receive the most appropriate service in a timely and cost effective manner
• To ensure that the customer is kept fully appraised of the progress
• To ensure that accurate costing are giving for all cases using available systems
• To liaise with internal and external business contacts
• Work in line with client SLA’s and company standards

Skills / requirements:

• Experience of liaising with customers over the phone in a professional services environment
• Candidates will have excellent verbal and written communication skills
• Have a good level of numeracy and literacy with good keyboard skills
• Educated to GCSE standard
• Be well presented
• Able to commit to shift working

Hours:

Working 35 hours per week 5 days out of 7 (on a rota basis which includes weekends as part of the rota).

Earliest start time 0630
Latest finish time 2300

There will be a requirement to start working overnight shifts after the 6 month probationary period. This will average 4 overnight shifts in a row approximately every 7/8 weeks. An additional payment of £55.00 per night shift.

Other benefits include: Paid annual leave, lifestyle benefits and enhanced overtime rates.

Customer Complaints Handler
Croydon
23,827K PA + Bonus
Permanent

Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations whilst balancing operational and commercial reality against...

Respond to customer complaints in an efficient and professional way. By means of investigation and review, ensure that the outcome of any issues is fair and reflects our service expectations whilst balancing operational and commercial reality against the expectations of the customer.

Hours
Thirty-five hours per week, Monday to Friday 08.00 – 18.00. These hours may vary in line with business needs

Log all written and verbal quality issues on to the Respond system and to provide written acknowledgements or immediate responses where applicable
Ensure that relevant information is requested at the point of logging, and that this is monitored, to enable a complete investigation once the issue is allocated.
Manage the investigation and resolution of issues that can be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing.
Effectively analyse information to ensure accurate decisions are reached.
Manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System.
Handle calls directed to the generic Customer Support telephone number or via the internal hunt group.
Accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant
Laise with external clients, suppliers and end users, as required.
Escalate issues, where appropriate, to the Customer Support Team Manager with recommendations of action to be taken
Liaise with Regional, Operational and Technical Managers, as required.
Utilise available information and business guidelines to assist in an accurate and appropriate decision making process.
Communicate effectively with colleagues, sharing information and knowledge, to facilitate best practice and effective working relationships
Respond to all complaints efficiently and professionally in accordance with SLAs, and FSA regulation where applicable, ensuring our customers are treated fairly at all times

Evidence of essential experience within the following areas:

Good standard of general education; English and Maths A-C GCSE or equivalent
A proven track record of delivering high standards of customer care in a similar role
Experience of dealing with high level customer complaints
Excellent letter writing skills, telephone manner and attention to detail
Organised with strong administration skills with the ability
Ability to work under pressure and meet strict timescales
PC literate and well versed in using MS Office packages, such as Word
Ability to problem solve autonomously or as part of a team
Self-motivated and flexible, with the ability to adapt to changing requirements

Customer Service Team Manager
Croydon
27K PA + £2,600 Annual Bonus
Permanent

Objective of the Role

To lead, motivate and develop a team of Co-ordinators to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.

To...

Objective of the Role

To lead, motivate and develop a team of Co-ordinators to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.

To create a high performance culture in which employees want to engage with each other and collaborate to achieve the company Vision and Mission.

Hours

This position is based on a 35 hour week on shift basis. However, our business can be unpredictable and there will be times when we need you to work longer. Team Managers may also work on an On Call rota if needed.

Main Responsibilities

Team management and motivation
One to one's and peformance reviews
Staff development
Team meetings
Communication
Call monitoring
Cost effectiveness
Complaint management
Compliance
HR support (Annual leave/ holiday planning / absence management / disciplinary & grievance)

Experience required

Essential

You need to have GCSE’s or their equivalent. Maths and English are required as standard.
You will need to have had some Team Management training in areas such as resource planning, conducting performance reviews etc. as well as having been trained in coaching and/or auditing, objective setting.

Desirable

A’ level or equivalent education.
It would be beneficial if you have already received training in conducting disciplinary meetings and/or absence counselling as well as creating personal development plans.

Lettings negotiator
Tunbridge Wells
upto £20, 000 plus commission
Permanent

Our client a leading and proffessional Estate Agency are looking to recruit a Lettings negotiator for their busy office in Tunbridge Wells,

The ideal candidate will have some experience in the industry, but if you've got office/sales experience...

Our client a leading and proffessional Estate Agency are looking to recruit a Lettings negotiator for their busy office in Tunbridge Wells,

The ideal candidate will have some experience in the industry, but if you've got office/sales experience and looking to start a career within the industry that would also be beneficial.

The ideal candidate will have:

- Excellent Customer Service Skills
- Brilliant telephone manor
- Well spoken and well presented
- Available to start at the beginning of June
- Car with full driving license
- Positive and professional personality

You will be asked to:

- Answer incoming calls and register potential tenants
- Conduct viewings
- Close the offer
- Lettings administration

Please apply now

Experienced Claims Handler
Tonbridge
Upto £22,000
Permanent

Our Tonbridge based client is looking for experienced Claims Handlers to join their busy and growing team. This role is suited to someone who has experience in a customer facing role and looking to progress their career.

Requirements:

-...

Our Tonbridge based client is looking for experienced Claims Handlers to join their busy and growing team. This role is suited to someone who has experience in a customer facing role and looking to progress their career.

Requirements:

- Dealing with incoming calls about complaints and taking it to the resolution
- Excellent complaint handling service
- Building a rapport with customers on the phone
- Deal with all calls/complaints in a professional manor
- Input details onto the company database

You must show the following:

- Passionate about delivering a first class service
- Empathy and understanding
- Confident telephone manor
- PC literate
- Excellent communication and reasoning skills

Please apply now

Call Handler
Tonbridge
upto £18,000
Permanent

Call Handler - Tonbridge

Our Tonbridge based client is looking to recruit a number of candidates in their call centre, the right candidate needs to be polite, confident and positive and looking to start a career in a Customer Service capacity....

Call Handler - Tonbridge

Our Tonbridge based client is looking to recruit a number of candidates in their call centre, the right candidate needs to be polite, confident and positive and looking to start a career in a Customer Service capacity. You will get the opportunity to join a busy and growing team and full training will be given at the start of employment and ongoing progression.

Requirements:

- Dealing with incoming calls and passing them to the correct department
- Excellent complaint handling
- Building a rapport with customers on the phone
- Deal with all calls in a professional manor
- Input details onto the company database

You must show the following:

- Passionate about delivering a first class service
- Empathy and understanding
- Confident telephone manor
- PC literate
- Excellent communication and positive personality

Please apply now

Customer Service Advisor
Croydon
£21,787 PA + £600 Shift Allowance + £1,000 Annual Bonus
Permanent

+ Shift Allowance up to £600 PA + Overtime Rates + 1K Annual Bonus

This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team.

Duties will include:...

+ Shift Allowance up to £600 PA + Overtime Rates + 1K Annual Bonus

This is a great opportunity to join a leading worldwide organisation as part of a prestigious customer service team.

Duties will include:
• Handling incoming and outgoing telephone calls in a prompt and courteous manner in line with company expectations
• Provide a proactive response to calls for assistance and providing advice and solutions
• To ensure that customers receive the most appropriate service in a timely and cost effective manner
• To ensure that the customer is kept fully appraised of the progress
• To ensure that accurate costing are giving for all cases using available systems
• To liaise with internal and external business contacts
• Work in line with client SLA’s and company standards

Skills / requirements:

• Experience of liaising with customers over the phone in a professional services environment
• Candidates will have excellent verbal and written communication skills
• Have a good level of numeracy and literacy with good keyboard skills
• Educated to GCSE standard
• Be well presented
• Able to commit to shift working

Hours:

Working 35 hours per week 5 days out of 7 (on a rota basis which includes weekends as part of the rota).

Earliest start time 0630
Latest finish time 2300

There will be a requirement to start working overnight shifts after the 6 month probationary period.

This will average 4 overnight shifts in a row approximately every 7/8 weeks. An additional payment of £55.00 per night shift.

Other benefits include: Paid annual leave, lifestyle benefits and enhanced overtime rates.