Senior Customer Service Operator / Conference Manager
- Recruiter
- Bluetownonline Ltd
- Location
- City of London, London, England
- Salary
- £23000 - £26000 per annum
- Posted
- 17 May 2018
- Closes
- 14 Jun 2018
- Ref
- HJYC-11
- Contact
- Bluetown Online
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Senior Customer Service Operator and Conference Manager
Location: Aldgate, London
Salary: £23,000 - £26,000 per annum (depending on experience) In addition, each staff member receives a company bonus (equivalent to £700 per year).
Job Type: Full time, Permanent (38 hours per week)
Hours: Monday-Friday: 9:00am - 5:30pm plus attendance at a fortnightly staff meeting as part of the working hours - currently alternate Tuesdays at 5 to 6pm
Job Role:
The Company, an award winning learning and development organisation, are currently looking for a Senior Customer Service Operator and Conference Manager to join their 4 person team in the busy and exciting Customer Services department (also known as their Smooth Operators), jointly looking after their clients and managing their conferences.
They are looking for a person who has had experience developing great relationships with customers (over the phone, in person and by email). Your role would be to enhance the service that all clients receive - they need to make sure that the first contact (and every contact afterwards) with the Company leaves them excited, informed and wanting to do business with them. This position seeks to ensure the Company continues its growth not only through marketing but also through the excellent service that it provides to its clients. Their entire rule book on dealing with customers is simple - create customer delight!
Key Responsibilities:
- Support the existing Customer Services team to ensure that all bookings have a facilitator and a venue booked and anything else needed to ensure that every event is a success. Work with clients before, during and after their training programmes to ensure customer delight.
- Daily support, first thing, for the facilitators who are training that day to make sure they have everything they need for their training that day
- General email and telephone work (answering phones for up to two days per week) - responding to client enquiries and working with them to ensure they are booked on the most appropriate course
- Quoting and arranging of customised courses with clients and liaising with the facilitators to ensure excellent custom and delivery of customised courses
- Be the key contact for a number of key clients
- Overall responsibility for the management, organisation and logistics of running the annual Company Workplace Conferences and support to the Events Manager for running successful events, including other Conferences throughout the year and client networking events.
- Provide administration support for the Leadership and Management Apprenticeship programmes. This includes liaising with the Apprenticeships Manager, programme facilitators and delegates, preparing resources and general administration supporting the team to deliver excellent service
- Pro-actively cancelling events if there aren't enough delegates booked or enough income generated
- General administration related to customer service, and work with the rest of the team to provide general internal support such as personnel and HR administration
- Clear down of café area one afternoon per week
- Personal development - the successful candidate will be expected to spend some of their time developing their own knowledge and abilities
The Candidate:
The successful candidate will have the following characteristics:
Experience
- Three years experience of working directly with customers, on the phone, in person or via email
- At least one year's experience of working in an office environment
- Strong computer skills with good knowledge of Microsoft Office, especially Excel, Word and Outlook
Skills
- Ability to take responsibility and be self-managing
- Strong communication skills
- Good administration skills
- Excellent telephone skills
- Great social skills
- Must be numerate
- Flexibility: staff must be prepared to question their working methods, test out new ideas, celebrate their mistakes and seek to continually improve their abilities
General Characteristics
- Commitment to excellence in everything you do, especially in meeting and exceeding the needs of the customer
- Ability to leave every person you deal with, feeling good about themselves
- Pro-active and flexible
- Commitment to confidentiality around personnel issues
- Ability to learn quickly
- Ability and eagerness to answer and deal with all and any client enquiries
- Excitement about working for the Company and commitment to their principles
- Great team worker
- Enthusiasm: positive thinking is essential in all aspects of the Company's work
- Excellent time keeping and general reliability
Desirable Characteristics
- Have experience of using CRM systems for client related work
To apply for this role please click the APPLY button and further information will be sent to your email.
Candidates with the experience or relevant job titles of; Senior Customer Service Operator, Client Support, Business Support, Customer Service Administrator, Customer Service Executive, Office Administrator, Customer Support Operator, Conference Manager, Conference Coordinator may also be considered for this role.