Customer Care Representative
Langston Road, Loughton
£24,000 to £26,000 per year
THE ROLE
We're looking for a passionate customer service specialist to join our Customer Care team and play a key role in delivering a highly effective, award-winning, multi-channel service. This position is expected to develop further and grow, we could be looking for someone with leadership qualities to manage a small team soon. You'll be helping us grow our business rapidly with a focus on putting the customer at the heart of everything we do.
WHO WE ARE
Syte Link is a forward-thinking business, offering a range of environmental services including skip hire, hazardous waste disposal concrete supply and more to the construction sector. We are a centralised hub (a brokerage) that offers our construction customers the most comprehensive services, tools and materials for their construction sites.
Our functions operate accordingly:
Marketing ensures we are seen by those in need
Sales connects them with quality suppliers to meet their needs
Service delivery ensures a seamless delivery of the services
We keep building projects moving!
We are on target to deliver £10 million in revenue in 2023 and are aiming to become a highly profitable £20 million business by 2025. We will only achieve this by having an industry shaking customer experience with customer centric staff alongside the best in class sales team in order to scale.
We are on a mission to fix the problems of the industry by improving the customer journey. We exist to seamlessly supply construction site services that solve our customers problems and create value for our suppliers.
We have built this business and will continue to by being energetic, accountable and by focusing on growth, ROI’s, the welfare of our employees, our impact on the environment and our contribution to causes we believe in.
We are passionate about the quality of our service in the rise to becoming a true market leader, in becoming the go-to construction site marketplace in the UK.
THE VISION FOR THE ROLE
Our growth engine relies on the expansion and life time value of our repeat spenders and with that in mind the vision of the sales function is to have multiple account management pillars that are made up of account directors, account managers and account executives who are being fed account customers by the business development function who in turn are being fed new customers by the new business function.
This all fits together to build a highly accountable and scalable sales function.
The Junior Sales Executive is an entry level sales role that is the training ground for new sales people to fit into the growth of the sales function in line with the vision above.
ROLES AND RESPONSIBILITIES
Respond to customer reviews and feedback, analyse the details of the feedback given and understand how to resolve potential escalations to create positive experiences
Deliver a high consistent volume of delivery checks made in line with company targets, to ensure the smooth running of customer orders
Ensuring that all complaint tickets logged are completed with the agreed service level agreement, resolving queries for suppliers and customers efficiently and effectively
Understand the need to take on escalation queries for team members to reduce the amount of time away from the desk, putting individuals' focus back on efficiency
Provide a high-quality complaints and escalation service, by being fully compliant with company processes and knowledge base
Deliver a professional and award-winning experience through all customer-related interactions, by using a customer-first mentality to make decisions
Oversee the quality and compliance of customer orders by carrying out before, during and after delivery checks to empower the customer journey and achieve excellence
Capture positive information given by customers and generate potential referrals from existing customer based on successful experiences and deliveries
Assisting with the development of the customer complaint process, by finding and curating new ways of resolving customer and supplier queries
Ensure that absence levels are kept in line with the company guidelines, following all policies in place
Promote and motivate others to live by the company values by driving a positive mentality on a day-to-day basis, leading by example and getting the best out of others
QUALIFICATIONS & SKILLS
Ability to understand that growth businesses are unpredictable environments and are comfortable with a degree of change
You will have experience within a successful customer service team, preferably within the construction equipment/materials industry
Highly capable of managing different workloads, organising daily structures and comfortably delegating tasks out
Comfortable with being a strong communicator, unafraid to have difficult conversations and can articulate with excellent written and verbal skills
Tech-savvy, and comfortable working with our CRM solution and software tools
Team player who fits right into our culture and lives by our company values
Demonstrable skills in de-escalation, organisation and a positive mindset
FURTHER DETAIL
Reports to the Head of Operations
Salary - £24,000 - £26,000
Bonus – Performance Based Bonus and Customer Referral Scheme