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SalaryCS Coordinator/ Leader for D2C Natures Menu
The Opportunity
Natures Menu was established 40 years ago and is the UK’s leading supplier of raw & natural pet food. The business growth has been fueled by a trend toward natural & premium pet food and an increase in pet ownership in the UK. As a result, we are expanding our Customer Services team to prepare for future growth.
We are looking to recruit a Customer Service Coordinator, who will report to the Customer Services Manager. This person will lead a team of 9 customer agents that should provide the best customer experience answering customer queries, predominantly via phone and Live Chat. This person will be proactive, have exceptional communication and problem-solving skills, being adaptable, organized and ability to prioritize own workload, able to build a great rapport with the team, clients, and other members of the company.
Specific Responsibilities
- Ensure the achievement of business objectives and the provision of excellent service, guaranteeing the best customer experience.
- Supervise and manage the work of the D2C team:
- Team coordination: assigned tasks, schedules, holidays. Control connections and agent schedules (Omnichannel Supervisor)
- Check the volume of cases by agents, review KPIs and distribution of cases among agents
- Review cases to ensure a high level of customer service. Random case monitoring, analysis and ensuring agent feedback.
- Proposal and monitoring of indicators as well as a proposal for an action plan for their improvement
- Experience with salesforce as a CRM will be an advantage here. Ability to produce reports, dashboards etc
- Weekly and monthly reporting of KPIs: contacts by channel, response times, reasons for contact...
- Monitoring and control of rewarding points assigned to the client by agent and reason.
- Monitoring and control of customer satisfaction survey scores by type of contact, channel and agent
- Carry out reports and follow-up of daily reports to detect improvements in the service or deviations.
- Handling customer escalations and resolving in the best interest of the customer and business.
- Answer cases in Status Coordination. Ensure that cases assigned to other departments are
- Report incidents or failures of systems using the business escalation process
- Identify the needs for team development and product/business training.
- Share with the team the state of the business and evolution of objectives
- Carry out 1-2-1’s to analyse the performance and detect areas of improvement.
- Plan soft skills and product training considering the needs of agents
- Ensure that all agents have the same level of training and apply the same rate of service
- Resolve the queries of the agents regarding the procedures and the day-to-day, as well as being the link between the agents and the different support departments
- Create guides, manuals and SOP’s. Review and update supporting documents and procedures used by agents on a daily basis.
Person Specification
- Experience in customer service as a coordinator/team leader/manager, or extensive experience in Customer Services with a desire to progress.
- Experience working with a subscription-based model, and ability to train, coach on objection handling best practices and methods.
- Experience discovering waste in the systems/ processes we use and offer alternative solutions.
- Experience in Salesforce would be advantageous.
- Knowledge of SAP would be a huge advantage.
- Knowledge and ability to use Microsoft platforms, such as Excel, Power Point to generate reports and create training packs etc.
- Comfortable leading both hybrid and fully remote team members.
- Comfortable with technology and digital-based activities
- Strong communication & written English skills
- Accurate, thorough & well-organised with strong attention to detail
- Proactive, able to raise issues and suggest improvements
- Patience, able to cope well in stressful situations
- Excellent people skills and emotional intelligence
- Polite, tactful and approachable personality
- Confidence, patience, and diplomacy, when dealing with difficult situations
