Customer Service and Support Co-ordinator

We have an exciting opportunity for someone who is passionate about delivering brilliant customer service, a natural communicator with strong attention to detail and who would like to work somewhere that offers genuine career progression and advancement opportunities, where people are acknowledged and rewarded for their achievements and hard work.

If this sounds like you, we would love to hear from you!

The Role

• Job Title: Customer Service Support Coordinator
• Job Type: Permanent
• Location: Epsom
• Hours: 37.5 hours per week Monday to Friday
• Salary: £28,000 per annum
• Start Date: April 2023

A Customer Service Support Coordinator holds the highly responsible and pivotal position of being in our customer service department at our Toyota office in Epsom. In effect, you will be a Toyota brand ambassador.

You will be empowered to deliver a range of services and support requirements to customers and business partners - all with a view to ensure complete customer satisfaction, brand awareness, loyalty & advocacy.

Toyota and Woven will develop your systems, product and brand knowledge to enable you to quickly respond to customer enquiries through multiple channels - these include inbound/outbound telephone communication, email and web chat services.

Coordinators are responsible for administrative and systems updates and are also required to provide advice and support through various e-commerce channels.

Key Tasks & Responsibilities

• Use your personality and your excellent customer skills to deliver a memorable experience
• Ensure the information you record in company systems accurately reflects the communications you have with customers
• Make sure that advice you give is appropriate and relevant
• Produce a fantastic quality of customer communication, adopting the right brand tone whilst using your skills to adapt to each customer as an individual
• Be focussed on personal productivity and contribute towards the departmental Service Level Agreements by meeting/exceeding all individual and team targets
• Work independently, within a framework, and make empowering decisions to deliver the right customer outcomes
• Be engaging and have an ability to build a rapport with customers, business partners and colleagues

About You

This is an ambassadorial role, crucial to the success of the Toyota customer service. You will be responsible for helping customers answer their queries and questions surrounding Toyota and its practices.

You will need to be a sympathetic individual with a good knowledge of customer needs. This will allow you to be able to provide an excellent service to Toyota’s customers where the expectation is high.

You will possess a natural confidence and the ability to multitask. All while maintaining a “customer first” mind-set in a busy environment.

You will need to be passionate about customer service; treat every customer as an individual, be interested to hear their story and make everyone feel that you genuinely care. It is also crucial that you have a strong work ethic but bring your sense of fun and enjoy contributing within a team.

While there are many facets to this highly rewarding role, the fundamental responsibilities focus on delivering effective customer communications, information supply and resolving problems.

Key Skills Required:

• Excellent written and customer service skills is essential
• Be an ambassador for the customer's voice within the business
• To be confident with a “customer-first” mindset
• Have great listening skills and a high level of attention to detail in everything you do
• A genuine interest in expanding on your own excellent knowledge
• Have an enthusiasm for personal development goals
• Represent Toyota and Woven in a professional manner, ensuring that every customer communication is of the highest standard
• To undertake any other task that is deemed to be a reasonable business request
• To follow all company attendance and HR policies/procedures

Entry Requirements:

• 2 years minimum of customer service experience, ideally within a contact centre environment
• Desirable: experience working within areas of the automative industry for terminology familiarity and speed to competence

Benefits:

• 3% pension contribution
• 25 days holiday (increases with service)
• Annual performance-based bonus
• Up to 10 days paid sick leave
• Up to 4 x life assurance
• Eyecare scheme
• Onsite gym
• Onsite subsidised restaurant
• Access to car leasing scheme