Contact Centre Coordinator

• Ref:2549
• Date Published:2011-09-29
• Consultant:Oliver Woolnough
• Type:Contract
• Category:Customer Services
• Location:City
• Salary:£27,027

 well established awarding body is recruiting for a Contact Centre Coordinator to join their team in London.

Contract: 9 Months

£27,027

To identify areas of work that can be streamlined and developed to ensure the objectives of the Journey team are achieved, in consultation with the Contact Centre Manager. 
Assisting to further develop and review of the Contact Centre policies, procedures and communication to ensure they continue to meet business objectives. 
Work with the other coordinators/team leaders within the team to ensure that the operational aspects of the team runs smoothly and that the workload is shared appropriately amongst the team.
Assist the Contact Centre Manager with support and guidance of all team members within the Contact Centre and assist with the recruitment and training of staff in the team - targeting on training on new technologies when required.
Ensure that the team has and maintains a level of relevant, up to date knowledge about membership process and the services and benefits available at all membership levels, to gain insight from across the team and to provide contingency support in other areas of the CRM team as and when required. 
Assist the Team Manager in the preparation of team budget. 
Strategic awareness of the membership process and key decision moments. 
Investigate, develop and implement appropriate initiatives, including communication or software in consultation with Contact Centre manager, to help the Contact Centre meet its value chain plans and service level targets. 
Assist, co-ordinate and manage testing of new services relating to the Contact Centre and help create and embed new policies. 
Contribute to the achievement of specified objectives and service level targets relating to the work of the Contact Centre. 
Work alongside other team leaders on the analysis of core stats and use to inform communication plans, business decisions, project development, day to day cover and forward planning. 
Investigate, propose and implement improvements to phone and e-mail management that will lead to improved customer service.