Frontline Customer Support

Frontline Customer Support London, England

Waves Consultancy Ltd
Full Time London, England 29000 GBP ANNUAL Today
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

Frontline Customer Support
Waves Consultancy Ltd

London, United Kingdom
Unknown / Non-Applicable
Unknown
Company - Public
Related Jobs

All Related Listed jobs

team member
We Hae Meat Girvan, Scotland 21840 - GBP HOURLY Today

Job description

Based at our factory on the outskirts of Girvan, you will be working within a production and manufacturing team and...

Front of House Staff
Benedicts Norwich, England Today

Learning how to serve several courses and wine pairings. All aspects of preparation needed for the Restaurant (polishing of plates, cutlery and glasses).

Administrative Receptionist
Dorset HealthCare University NHS Foundation Trust Poole, England 22383 GBP ANNUAL Today

The Receptionist would be required to operate the telephone switchboard as the Single Point of Access (SPoA) for MAS on a daily basis from the office site in

Salaried Care Assistant
The Agincare Group Wimborne Minster, England 30000 GBP ANNUAL Today

A Care Assistant will support our customers in a variety of ways depending on their needs including: providing personal care, medication management, light

Translations Account Manager
Eikon Group Limited London, England 37476 - 45175 GBP ANNUAL Today

At least 2-5 years experience in a localization role. Receive, process, and schedule, translation/localization orders. Monitoring translator rates + Invoices.