Customer Service Scheduler
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| Job Type | Permanent Full Time |
| Location | East Grinstead |
| Area | West Sussex, UK |
| Sector | Office Support |
| Salary | £25,000 - £27,500 DOE plus excellent company benefits |
| Start Date | |
| Advertiser | Andy Wilson |
| Telephone | 01342325316 |
| Job Ref | AWAW |
- Description
- Lloyd recruitment services are working with a reputable business in the East Grinstead area who are currently in search of a Customer Service Scheduler to join their team on a full-time permanent basis.
Purpose of job:
The role of the Customer Service Scheduler will take ownership and responsibility for staffing levels and service level performance.
The Customer Service Scheduler shall be involved in forecasting for demand and ensuring staffing matches demand through careful planning; and taking action to ensure KPIs are met; and providing key MI data to stakeholders across the business to show performance against KPIs.
What’s in it for you?
Salary of £25K - £27.5K DOE plus excellent company benefits
Mixture of office working and WFH
25 days holiday plus bank holidays on top
Opportunity to purchase or sell up to 5 days holiday per year
Company Pension
Life Assurance
Private Health Scheme
Discounted Gym membership
Discount of Company products and merchandise
Childcare and Eye Care Voucher Scheme
Duties:
Monitor agent activity and address non-adherence in real time, to ensure the smooth running of the customer service team
Monitor and respond to real-time call volumes, taking action to assist with hot spots where required
Two-way communication with key stakeholders at all levels of the business, providing accurate and friendly responses to all resources related enquiries; and providing intraday performance updates and insights
Pull together and analyse relevant data from a number of sources, to accurately forecast future customer call volumes, making sure to highlight any challenges or opportunities identified
Create & maintain individual and departmental performance reports
Make amendments and additions to the scripting for the telephony system where required
Work together as a team to ensure the dept/area has sufficient cover to work efficiently
Plan and schedule resources within the customer service team to ensure correct cover on all channels, as well as pulling together plans for any briefings or group coaching sessions etc
Essential skills & experience required:
Previous experience of staff planning ideally within a busy customer service environment
Good communication skills, both verbal and written
Strong attention to detail and able to work with speed and accuracy
Ability to analyse complex data effectively - often from multiple sources
A good working knowledge of PC skills: Outlook, e- mail and diary management, Word and Excel or the G Suite equivalents
Strong teamwork with a flexible and adaptable approach, able to work effectively with both new and existing systems/procedures as required
Resourceful, working well under own initiative and taking responsibility for assigned work and accountability for own actions
Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website.
Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.
By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.
Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
