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RSD Co-ordinator

Wilko
  • Isle of Wight
  • 22,000-23,999 per annum
  • March 22, 2019
  • Permanent
About the Job:

THE ROLE

 

A new opportunity has arisen in our RSD(Retail Service Desk) team to deliver a quality service to internal and external customers. You will ensure effective and timely resolution of problems reported across the entire company for the purpose of maximising operational efficiency, sales and profit through delivery of Right First Time to the business.

We will train you to deal with all kinds of eventualities over the phone and via email, and help you to support our stores in all areas that impact our business. By joining our team within the RSD department you will;

  • Offer timely resolution to problems to all internal and external customers by ensuring consistently high standards of detailed and accurate call logging by assigning right first time.
  • Be responsible for answering, understanding, logging and handling over 600 different call types.
  • Work under pressure in an extremely buys contact centre environment, taking approximately 100 phone calls and 50 emails per 8 hour shift, calls presented every 5 seconds at peak times.
  • Be able to fully understand & adhere to the procedures required to place calls with service providers, to minimise customer inconvenience encompassing the service level escalation procedure and balance cost against service provision.
  • Ensure that our in house experience is positive, caring, trustworthy, honest and friendly and easy to do business with – through the delivery of excellent telephone and email customer service to maximise satisfaction and service reputation.
  • Ensure monthly productivity and performance targets for speed, efficiency and quality are met to positively contribute towards the department achieving their KPI’s.
  • Maintain accuracy of systems through updating and monitoring of the HEAT system, manage multiple call groups and complex associated tasks, including heat self service.
  • Ensure we actively chase calls in relation to severity and impact on Retail to avoid unnecessary trading / brand damage in line with service priorities and ensure stores are back trading as soon as possible.
  • Deliver customer satisfaction in response to complaints and problems in line with company policy with development of current systems to ensure continuous improvement.
  • Recognise and escalate any issue that falls within crisis guidelines or directly impacts on trade.

To join our team, you should be/have;

  • Educated to minimum GCSE grade C standard or above
  • RSD typing qualification and / or minimum typing speed of 35 words per minute
  • Experience in a retail / call centre / contact centre environment
  • Customer service experience
  • Have a working knowledge of the retail systems, processes and procedures and prioritise the impact of their failings
  • Excellent communication skills, calm, clear, concise and assertive
  • Able to manage the expectations of internal and external customers
  • Ability to recognise when issues need to be escalated
  • Capable of prioritising tasks and issues in a high pressure environment
  • Able to respond to dissatisfied customers and frustrated team members in a positive manner
  • Have the ability to work under pressure in an extremely busy environment
  • Excellent IT skills with experience in a variety of software packages including databases, Microsoft Word, Excel and Outlook
  • Experience of HEAT of similar bespoke contact centre call logging software
  • Able to work unsupervised
  • Flexible / unsocial working hours 363 days per year at a workstation with medium surround for privacy during calls
  • Involves working various shifts over seven days covering the hours of 6am and 9pm Monday to Saturday and 9am till 5pm on Sundays.
  • Confidentiality of data in accordance with the data protection act

Closing date: 16th September 2016

 
 
 
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Reference: 1012
Job ID: 8408
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