Service Experience Colleague

We are looking for a Service Experience Colleague to join a brilliant team based in Leeds.   The contract is temporary with a view to becoming permanent, for the right person.

The hours are 37.5 each week. This is a shift-based role based across core hours of 08:00-21:00 5 from 7 shift pattern. The team operates a rota based on working alternate weekends with the benefit of additional days off midweek. There are two different shifts, Monday to Saturday. 0800-1600 and 13:00-21:00. When working Sunday, the working hours are 0900-1700. We are looking for people who can be flexible on the days they work as occasionally shifts will need to be changed to ensure sufficient cover is maintained.

This team has experienced rapid growth in recent years and enjoys some of the most prestigious clients. As such, they are looking for likeminded colleagues to work alongside our existing service experience colleagues who monitor and influence the flow of customer parcels throughout the network, liaising with our third-party partners and internal business units to ensure a seamless and timely service is delivered.

What you’ll be doing…

• Ensuring parcels flow end to end on-time for collection and returns, using vehicle tracking technology.
• Resolving issues and eliminating the impact to the customer
• Investigating and resolving customer queries relating to their parcels
• Assisting colleagues with any issues or questions they may be related to our service.

You will benefit if your previous experience reflects the following:

• Experience working in Customer focussed/service delivery roles.
• Previously worked in a Distribution/Depot (on site) environment.
• Experience working with internal systems, conversant in Excel and compiling reports / stats.
• Confident dealing with customer enquiries and speaking on the phone.
• Possess an investigative mind.
• Collaboration and working as part of a great team.

The skills you need to become great at the role…

• Possess great customer focus skills and live and breathe service delivery.
• Efficient and well organised
• Able to multitask and prioritise.
• Previous experience handling customer enquiries, complaints, and resolutions
• Great at following company procedures, guidelines, and policies.
• Ability to engage and communicate effectively with colleagues and our customers.
• Proactive and positive approach ensuring outstanding customer service delivery.
• Fantastic communication skills both written and verbal.
• You need to be digitally savvy and display confident IT skills as we have several in house systems. This includes confident use of Excel and pivot tables.
• You’ll also need the confidence to highlight issues or process improvements to ensure we continue to provide the best possible service to our customers.
• Attention to detail, work ethic, agility and ownership skills are key to this role.

We would love to see you self-develop and improve your skills in the role and the wider business – the company will support you with that too!

Training – Week One: Full training will be provided. Monday to Friday 9:00am-5:30pm. Whilst you transition into the role subsequent training weeks will form part of a normal shift pattern. You are required to work 4 weeks during training and transitioning into your new role.

We don’t want you to miss any training so no holidays can be authorised during this time.

£13.05 per hour. The company has many benefits including, smart casual dress code, on-site gym, on-site parking, 45 minutes daily break, great permanent opportunities, working with an accomplished, brilliant team!

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