Department: Customer Care

Reporting to: Customer Care Manager

Location: Home Based

Contract: Permanent

Hours: 25 hours (Part-time) 09:30-14:30 Mon-Fri.

Date: March 2024

Salary: £21,500 - £23,000 (Pro-rota)

Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Advisor and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Full training will be provided.

You should be a well presented individual and will be able to work extended hours during peak periods as required.

GFS has been trading since 2001 and is the UK's leading carrier management company, we work with brands such as Molton Brown, Mamas & Papas and Dune Shoes amongst others. During our 20+ years of operation GFS has developed an obsession for driving carrier performance for the benefit of our customers. We have exciting growth plans, providing real opportunity for career progression.

Main areas of responsibility

• Call Handling within timeframes set out within the KPI's;
• Action of emails in a prompt manner in timeframes set out within the KPI's;
• Booking of collections; tracking of collections; within the timeframes set out in the KPI's;
• Raising tickets in the agreed timeframes set out in the KPI's;
• Resolving tickets in the agreed timeframes set out in the KPI's;
• Tracking of consignments;
• Pass all customer escalations to the Customer Services Manager in a prompt manner;
• Ensures that the company satisfies both its internal and external customer needs;
• Pass all customer complaints to the Customer Services Manager in a prompt manner;

Education & Experience

Essential:

• Self- Motivated, ambition to succeed, motivational;
• Experience within a customer service/call center environment;
• Ability to communicate and influence suppliers to deliver a premium service

Desirable:

• Experience in the parcel industry

Personal:

• Strong ability to impact and influence;
• Excellent interpersonal understanding;
• Excellent communication skills;
• Listens to and values the opinions of others;
• High level of integrity, trust and respect;
• Ability to make decisions;
• Good problem solving skills;
• Approachable, adaptable and flexible;
• Challenges assumptions and encourages change;
• Positive 'can-do' approach