Frontline Customer Support London, England
Job description
JOB DESCRIPTION
Name: Job title: Frontline Customer Support
Reports to: Operations Director
Department: Operations
Summary:
This is an exciting opportunity to join our team in a position that will help you gain experience across the whole business providing future opportunities to progress.
This role is an integral point of contact for the company – working in our busy and friendly office team you will be at the frontline of our business, engaging with all our customers (which includes car wash customers, our Franchise Partners and prospective partners) over the phone, via email, our online forms & web applications and social media.
In this varied role, you will be offering advice and assistance on a range of queries, providing an excellent customer experience on every interaction. You will also provide key support to the Innovation and Customer team in all areas of the business including customer experience, Franchise Partner relations, IT support, sales enquiries, marketing and much more. We will help you build your knowledge and experience, and we're looking for an ambitious and tech-savvy individual who will work with and for customers and partners in the business to resolve any queries, resolving the vast majority at the first point of contact.
Working in this role, you will find that no two days are the same. It is a busy environment where working under pressure is the norm. We pride ourselves on the quality of the service and care we give at every level of the business and being first point of contact, you are representing our brand in every area of the business.
Frontline responsibilities will include:
- You will provide consistent and reliable frontline support and query resolution to all our customers (Franchise
Partners, car wash customers, prospective Franchise Partners)
- Responding (in writing and verbally) to feedback and online reviews
- Support Franchise Partners with all queries including IT, marketing, process and general information
- Managing central inboxes and sending information on as required e.g. Press Office, Marketing, ‘Info’, Suggestions
Departmental support
- Customer services o Ensuring the customer journey and experience is truly ‘Best-in-Class’ through regular analysis and review, proactively spotting trends and working as a team to find ways to continuously improve the customer journey o Frontline complaint handling and resolution including CCTV investigation, liaising with insurers and, if necessary, supporting our DPO o Offering phone based training and support for Franchise Partners to prevent recurrent complaints o Respond to feedback provided by customers across all platforms including managing the administration for the customer facing social media accounts
- Marketing o Support usage of our social media platform by Franchise Partners including setting up FP accounts, ongoing changes as well as phone-based training and support o Offering support and training for Franchise Partners for our ‘message customers’ software o Discuss and promote new marketing ideas with Franchise Partners as guided by the Directorate; maintain site database of current promotions o Periodic audit of Franchise Partner social media activity to ensure usage is in line with our policies o Signage and marketing orders:
▪ Process orders for signage and marketing for resales, expiries, site openings and closed site re- openings
▪ Process marketing and signage shop orders o Comms:
▪ Maintain comms database
▪ Collate and prepare monthly customer comms for approval by Leadership Team
▪ Send comms and analyse engagement
▪ Send ‘welcome’ email to new Franchise Partners
- Sales o Provide pre-sale support to our client base and support the sales team in their sales process and client relationships o Support clients through initial sales enquiries, providing support and information
- IT support o Franchise Partner support and training in day-to-day use of the system, e.g. password resets and general app guidance, especially regarding new updates and change releases o Update CRM and external TP systems with information changes o Administration of accounts and site closures on our software systems o Support and monitor Franchise Partner sign up for TP software systems e.g. Workforce and Blink o Updating Waves website content
- General admin o Processing Valuation Agency correspondence - responding to information requests from the VOA, assisting Franchise Partners with rates enquiries, helping Franchise Partners with incorrect rateable values / liaising with the VOA to ensure all rateable values are as previously agreed o Managing the ‘info’ and other central inboxes including Press Office, Suggestions, Marketing and forwarding queries on to the relevant person o General office admin such as phone calls, filing, scanning etc
Attributes we value:
- Team player
- Tenacious
- Self-starter & motivated to work independently & see work through to completion
- Strong communication skills
- Good IT skills
- Must be well organised
- Flexible
- The successful candidate will have a strong work ethic and will be able to work autonomously; successful prioritising and managing their own workload, whilst also being a good team player, ensuring that they play their role in the success of this tight-knit and successful team.
Job Type: Full-time
Salary: £29,000.00 per year
Benefits:
- Company pension
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- London, SW15 2JJ: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work Location: One location
