This is what you are going to do.

As a Senior Customer Service Representative, you will combine daily customer contact with a coaching and coordinating role within the team.

Customer contact and subject matter expertise

• You will handle enquiries from customers and residents by telephone and email, ensuring a professional, customer-focused response.
• You will deal with customer enquiries, escalations and exceptional cases that require additional knowledge and experience.
• You know how to turn resistance into trust and are able to maintain a positive customer relationship even in challenging situations.

Coaching and development

• You guide and support colleagues with complex cases and day-to-day tasks.
• You act as a source of advice and actively share your knowledge and experience.
• You are responsible for induction and mentoring new staff.
• You identify development needs within the team and contribute to a learning-oriented and professional working environment.

Operational Management

• You will act as the Customer Service Manager’s right-hand person and assist with the day-to-day operational management of the team.
• You will monitor the progress of tasks and ensure an efficient allocation of work.
• You will keep track of the workload and set priorities where necessary.
• You monitor and encourage the achievement of team objectives and KPIs, such as availability, service levels, customer satisfaction, quality and productivity.
• You identify deviations and actively contribute ideas for improvement measures.
• You assist with quality checks and help colleagues to further develop their performance.
• You contribute to a culture centred on ownership, a results-oriented approach and customer focus.