Customer Service Coordinator

Carlisle Place Ventures Limited
21 Feb 2019
20 Mar 2019
Contract Type
Full Time
Customer Service Coordinator (Part Time)

Opun is the UK’s only assured end-to-end home improvement digital services platform, targeting the UK’s £44bn a year home improvement market with a new, ambitious and radical approach to deliver service efficiency. Recently acquired by the John Lewis Partnership, Opun has been recognised as the disruptive presence that the industry needs.

We are now looking to recruit an experienced Customer Service Coordinators for our offices in Stoke on Trent on a part time basis. You will be responsible for guiding and assisting your customers with the support of the field operational managers, through the execution stage of their home improvement project journey with Opun.

Being a telephone based coordinating role, you will utilise our on-line platform that aids the process and drives the work flow management system for all customers. Your responsibilities will include;

  • Ensuring a thorough customer/ project handover between the sales team and customer service coordinators
  • Managing the customer projects through the process, liaising with our customers, trade partners and the field team to provide updates or escalations where necessary.
  • Ensuring you deal with your customers and project matters within agreed time scales and in an appropriate manner.
  • Where appropriate, driving acquisition, up selling, cross-selling and customer retention
  • Working closing with the Operational managers, understanding project status, advising them of any portal messages left by customers that need urgent attention
  • Providing customers with regular updates on projects, including uploading images sent across by the Operations manager or trade Partner
  • Working closely with finance ensuring payment milestones are correct on the portal to allow invoices to be uploaded and processed
  • Managing and monitoring variations during the projects, ensuring updates are correct on the portal
  • Provide support and cover for your team during weekend and after hours shifts
  • Building relationships with your customers and being an expert of their projects
  • Run reports and analyse data in order to improve your service, process’s and customer experiences
  • To be successful for the role you will have proven experience within an online or telephone based coordinating role within a fast-paced environment, are passionate about providing excellent customer service and can manage a verity of projects at various stages. Additional requirements include;

  • Happy to work flexible part time hours and weekends- working hours are based on a rota
  • The ability to work under pressure towards tight deadlines, meeting and exceeding KPIs and SLAs
  • An understanding of ‘operational’ project management within a customer service environment with be desirable
  • Awareness of the data protection act
  • The ability to problem solve and remain calm under pressure
  • Excellent communication and attention to detail
  • Ability to convey complex information to others in an understandable manner to a range of customer inquiries
  • Ability to record information accurately
  • Ability to build mutually beneficial long-term client/customer relationships
  • Computer literate, MS Office as well as experience managing databases

  • This job was originally posted as

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