Carmichael are seeking a Customer Service professional with experience of using a customer database and handling enquiries and complaints mainly via email. You will support the Public Response Manager in all aspects of customer response related tasks. Including internal research, the preparation of written responses and monthly reports. Whilst you will be remote-based, you will be expected to attend the office in Milton Keynes one day per week.
This role will be responsible for day to day monitoring of the complaints and enquiries inbox, including occasionally monitoring the inbox at evenings and weekends.
This position will be required to communicate with external stakeholders via telephone and email and ensure internal KPIs on response time and quality are met. The Customer Data Coordinator will assist with the reporting and tracking of all engagement data and correspondence within CRM whilst regularly communicating with the Helpdesk to ensure processes are followed and response times are being met.
This role will work closely with the Public Response Manager to prepare reports and updates for the wider team as well as identifying opportunities for improvement. The Customer Data Coordinator will help create written and digital content for external stakeholders, such as drafting enquiry responses lines to take, advance work notifications and newsletters. Building relationships with external stakeholders and project delivery teams is key to this positions success.
Key Skills and Qualifications:
- Proven working experience in stakeholder engagement or customer service
- Proven experience with dealing with enquiries and complaints in an effective and timely manner
- Experience working with CRM systems or excel databases
- Background knowledge of GDPR and confidentiality
- Excellent writing and communication skills
- Experience in the construction or engineering industries would be advantageous