CS-393-26-R - Customer Services Coordinator

Are you passionate about providing exceptional customer service? If you are a great communicator, have first class IT skills, and can confidently train new and existing staff on bespoke in house software systems, this is a great opportunity for you.

Join us as a Customer Services Coordinator where you will take a leading role supporting Customer Service Officers in delivering an efficient and effective reception service to students, parents, staff and visitors.

The customer services team, located in eleven reception sites across Canterbury Campus, is the "face" of the University. Our Customer Services Assistants are often the first people our customers encounter, and the quality of welcome and service they provide is crucial to our ongoing success.

As Customer Services Coordinator you can expect to be involved in:

• Assisting with the induction, development, and annual appraisals (RPD) of the Customer Services Assistants, including conducting and writing up probation meetings with new members of the team as well as annual RPD meetings.
• Supporting the Customer Service Officers to develop, implement and maintain a comprehensive training programme for the Customer Services team.
• Receiving, addressing and seeking to resolve enquiries from students, staff, residents and others using our reception services face to face, via email and on the telephone.
• Administering and coordinating the Customer Services Assistant staff rosters and annual leave requests, ensuring adequate cover is provided across all eleven reception areas.

• Minimum GCSE grade C /4 or above in English and Maths or equivalent.
• Proven high level of computer literacy in the use of MS Office products.
• Previous reception or customer service experience in a busy customer focused environment.
• Experience of maintaining exceptional service delivery under pressure.
• Sound knowledge of Hotel or Hospitality systems.

• Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs).
• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part time staff).
• Excellent pension scheme with generous employer contributions.
• Corporate employee funded healthcare plan, in partnership with Benenden Health.

The University of Kent values diversity and equality at all levels.

Salary: £24,685 to £26,093 per annum.

Reference: CS-393-26-R