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Customer Operations Coordinator - cinch

• Birmingham Business Park
• £25,000 per annum
• The shift pattern is 06.00–18.15, four days out of seven on a rota basis

This is an integral role within the Customer Services team working on a new, exciting project at BCA Logistics. In a direct response to the way that consumer buying habits have changed to be more online focused, BCA Logistics are aiming to revolutionise the way that cars are bought, sold and delivered. As the Customer Operations Coordinator you will be responsible for the daily driver operations serving as the link between our Logistics Team and the Customer Experience Team.

Purpose of the Role

As the Customer Operations Coordinator you will be responsible for the daily driver operations serving as the link between our Logistics Team and the Customer Experience Team. You will take ownership of the day to day movements and schedule of our team of drivers, ensuring that they are in the best possible position to deliver a first class vehicle handover. You will troubleshoot problems our drivers might encounter on their journeys or with the end consumer and use your initiative to pre-empt any issues where possible. You will work with the Customer Experience Team, who take care of the final end user of the vehicle, to resolve any issues. As a team, we are responsible for carrying out the vehicle delivery directly to the customer and ensuring that every aspect of the customers’ journey is smooth, professional and reflects the excitement and gravitas that purchasing a new vehicle brings them.

Essential Skills

• A can-do attitude and approach
• Customer-first mindset
• Excellent customer service skills
• Experience in a customer service role
• Confident, polite and professional telephone manner
• Good communication skills both written and verbal
• Ability to use own initiative and see the ‘bigger picture’

Responsibilites

• You will be responsible for the day to day operations of our team of drivers
• Working closely with the drivers to ensure as a team we deliver a 5 star service that exceeds customer expectations
• Building a successful working relationship with the drivers and Customer Experience Team
• Taking inbound and making outbound calls to the drivers and the Customer Experience Team
• Troubleshooting any issues that have arisen or may occur
• Liaise with the Planning Team to ensure each journey goes smoothly
• Ensure Hub Location Managers are up to date and aware of the schedule in advance
• Provide accurate and proactive updates to the Customer Experience Team
• Respond to emails from team members, other departments and key stakeholders

Key Competencies

• A strong customer service or customer satisfaction background
• Confident to communicate with all team members
• Able to quickly establish good working relationships
• An understanding of the customer journey and this key role within it alongside the importance of delivering a customer service to the very highest quality is essential
• Must have good interpersonal skills and be reliable
• An ability to work alone and as part of a wider team
• Understanding of IT skills/ use of hand-held devices for appraisals and feedback to the Operations Team