Customer Service Team Coach

Why do we need you?

Are you passionate about Customer Service? Are you proactive, engaging and hold the customer at the heart of everything you do? If yes, then read on for more information.

At Okarno (previously known as Artex), we are hiring for a Customer Service Team Coach on a 12-month fixed-term contract. You will be responsible for coordinating, supporting and coaching our team of Customer Service Advisors to deliver a world-class customer experience.

This is a great opportunity to join a forward-thinking business in a role where you can have a genuine impact on the customer journey. The successful candidate should have a passion for Customer Service and for using your skills and experience to enhance our service, brand reputation and culture. You will have excellent communication skills and be able to build long-standing relationships with key stakeholders both internally and externally.

Okarno is a leading distributor of some of the UK's must-have construction brands, offering a diverse choice of over 500 trade and DIY products. We've been supplying customers of all shapes and sizes for over 80 years, and we now tailor our offering to match the needs of merchants, decorator centres, and DIY stores across the UK.

This role is offered on a hybrid basis with a minimum of 3 office days in the office.

What you will be doing:

• Coach, support and motivate a team of Customer Service Advisors, ensuring they have the right knowledge, tools, training and development opportunities to deliver an excellent customer experience.
• Using data and reporting to review current service levels to see how best to improve
• Build relationships and share best practices gained from working collaboratively with colleagues and key stakeholders from across businesses
• Take ownership for the immediate resolution of on-the-spot customer complaints
• Work to gain insight from customers to make service level improvements
• Respond to customer enquiries, process orders and contact customers regarding any changes

What we're looking for:

• Someone proactive and engaging who holds the customer at the heart of everything they do
• Experience working in a customer-focused role
• Experience building relationships both internally and externally
• Someone who is constantly looking at ways we can improve
• Great eye for detail
• Proactive and flexible approach to work

Are Okarno and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction, improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be but also facilitates better decision-making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments. We'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person; we look forward to hearing from you!