Customer Service Coordinator

First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together.

Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.

As a Customer Service Coordinator at FRG, you will play a pivotal role in maintaining our commitment to outstanding customer service. This dynamic position involves handling customer inquiries, quality-checking reports sent to clients, managing incoming calls, and collaborating with various departments to facilitate service onboarding across the business.

• Managing Customer Enquiries:
  Handling customer enquiries via phone, email, or in person, and providing accurate information.
• Resolving Complaints:
  Addressing and resolving customer complaints in a timely and professional manner.
• Order Processing:
  Managing and processing orders, forms, applications, and requests.
• Internal Coordination:
  Communicating and coordinating with internal departments to resolve customer issues.
• Record Keeping:
  Maintaining records of customer interactions, transactions, comments, and complaints.
• Feedback and Improvement:
  Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
• Training Staff:
  Training and supporting customer service staff to ensure high standards of service.
• Policy Implementation:
  Developing and implementing customer service policies and procedures.
• Customer Satisfaction:
  Ensuring customer satisfaction by providing professional support and addressing their needs promptly.

• Training and development
• Paid holiday allowance of 5.6 weeks per year pro-rata
• Referral Scheme - £100 successful referral
• Uniform
• Healthcare package which includes access to EAP
• Statutory Pension Scheme

• Strong customer service skills with excellent communication and phone etiquette.
• Computer literacy and proficiency in basic software applications.
• Good organisational skills and effective time management.