Customer Service Delivery Specialist

The Customer Service Specialist will primarily focus on booking and arranging appointments for clients. It will also involve handling a high volume of calls and emails - ensuring client are kept up to date.

Main Duties

• Coordination of volume appointment, including preparation, scheduling and key management, and ensure all related documentation is accurately stored on internal systems.
• Schedule and manage appointments using our in-house system.. Process bookings, handle minor maintenance, and proactively collaborate across departments to meet performance targets. Contact members and tradespeople to confirm appointments and liaise with Clients as needed.
• Making outbound calls to assist with appointment scheduling, rescheduling, and confirmations (not cold-calling or sales-related).
• Provide support via phone, live chat, and email, assisting both Clients and Members with enquiries regarding live bookings, appointments and feedback.
• Identify and escalate client complaints, technical issues, and other concerns to the appropriate department. Assist in responding to and investigating complaints when required.
• Verify that appointment outcomes are accurate before submission to clients

Skills and Knowledge

• Two years of continuous service in a client-facing administrative or coordination role, involving data entry, client communication, and time-sensitive tasks.
• Have a passion for excellent service and build rapport quickly
• Excellent written and verbal English
• Strong attention to detail
• Be self-motivated and able to work independently
• Have a positive, can-do attitude
• Enjoy working in a high-volume environment with ability to multi-task
• Previous work history in a remote or hybrid role with a home set up

Hours and Salary

• £28500 per annum, £13.70 per hour
• 9.00am - 6.00pm Sunday to Thursday or Tuesday to Saturday
• 1-hour lunch
• Pension
• Fully remote role