Customer Service Coordinator (DeputyTeam Leader)

Bowen Eldridge Recruitment
Cardiff (Caerdydd)
From £18,000 to £22,000 per annum + annual bonus, 25 days holiday
12 Jul 2017
20 Jul 2017
An independently owned Financial Services institution, that offers customers a range of services, are recruiting for an experienced two Customer Service Coordinators to join one of their busy teams. They are passionate about staff engagement and happiness which in turn ensures a high level of service to customers. The role of Customer Service Coordinator is to proactively assist the Team Leader and Operations Manager in providing an accurate an efficient customer service function. The Customer Service Coordinator will take a senior role in the Team, to achieve and maintain the smooth and efficient running of the Department. Customer Service Coordinator duties: Day to day supervision of the Team ensuring that all operational, service and administration banking tasks undertaken are carried out to a high and accurate standard, completed within set timescales and that all activities are compliant to Company procedures and relevant regulations/legislation. Undertake the reconciliation of various suspense accounts and cash accounts at prescribed intervals or as requested. Provide a knowledgeable and informative service and support to customers, their advisers and colleagues relating to customer service and deposit queries of a more complex nature, resolving them to a satisfactory conclusion. Identify and intervene in dealing with difficult or complex enquires, liaising with senior management or relevant third parties where applicable, achieving a successful outcome for the company. Undertake thorough investigations of complaints received in the department. Respond to and report all customer service complaints in accordance with Group procedures, liaising with senior management as required. Ensure matters are resolved to a satisfactory conclusion in a timely manner. Undertake daily sampling of recorded telephone calls, emails and online support made by the team. Work alongside Deposits Team Leader/Operations Manager to evaluate the team’s performance and address any issues raised. Work with the Operations Manager/Team Leader to devise and deliver suitable training to staff, including systems induction for new starters and rollout of new systems or applications. Customer Service Coordinator person specification Demonstrable experience in a Customer Service focused capacity Financial Services sector exposure Supervisory / Team Leader experience Customer focused with a track record of delivering excellent customer service Able to demonstrate sound numerical skills and literacy Remains patient and calm under pressure dealing with complex cases and complaints when necessary As well as a competitive salary there is a host of additional benefits including yearly bonus, 25 days holiday entitlement, company pension and private medical insurance. This role would suit applicants with Customer Service Team Leader experience or working in a Senior Customer Service Advisor capacity. Customer Service Coordinator w orking hours: 35 hour per week, between 8.00am and 8.00pm Monday to Saturday, 10.00am – 2.00pm Sunday. This job was originally posted as