Oferta pracy

Contact Centre Coordinator

Aon

  • Lower Silesia

    Lower Silesia
  • valid for 19 days
    until: 19 Dec 2021
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • remote recruitment

Your responsibilities

  • Being a SME for processes, clients, systems and tools and customer service

  • Monitoring team activity and coordinating workload in line with SLAs

  • Being a role model in the team by giving constructive feedback to colleagues to improve performance, customer service and supporting the Manager

  • Producing and analyzing reports as required for internal and external clients and requirements

  • Identifying issues with processes handled in teams and driving a process to find and implement solutions

  • Implementing changes to tools and documentation needed to support effective service delivery

  • Increasing the level of customer service and processing knowledge, driving continuous improvement in all areas.

  • Writing and maintaining knowledge documents, keeping them up to date

  • Sharing best practice with colleagues through customer service, process and tool training

  • Coordinating and participating in projects that will impact the work of teams and domains

  • Building strong relationships with client teams, client representatives and third-party providers

  • Contributing to the team as a whole, supporting the rest of the team based on their needs

  • Maintaining required technical knowledge and behavioral standards and expertise, especially all regulatory and statutory requirements

Our requirements

  • Team player, who is able to work to tight deadlines

  • 1-2 years previous experience in service delivery, preferably with experience in a client-facing role

  • English at C1 level is preferred (on the CEFR scale)

  • Ability to manage one's time and multiple projects effectively

  • Strong communication skills, both verbal and written

  • Strong attention to detail and commitment to provide ongoing quality

  • Competent in Word and Excel

What we offer

  • Diverse and inclusive work environment - we value openness and authenticity and believe in the power of feedback

  • Flexible remote work environment

  • Employee-appreciation culture (multiple recognition programs)

  • The best medical cover on the market with free dental care

  • Wellbeing awareness (access to free mental health helpline, Stay-Well Day off, lectures, sports and more)

  • Generous benefits package (personal accident insurance, benefit platform for vouchers and more)

  • Internal career opportunities, individual development plan, professional development training and resources

  • Lots of social events, charity actions and opportunities to integrate with colleagues

  • Benefits

  • private medical care

  • remote work opportunities

  • integration events

  • dental care

  • corporate sports team

  • corporate library

  • no dress code

  • extra social benefits

  • employee referral program

  • extra leave

This is how we work
This is how we work

Overview:

The Contact Centre Coordinator supports ongoing client service delivery and plays a key role in maintaining client satisfaction by resolving complex queries, handling issues, supporting client's annual project cycle, team projects and one-off projects, updating documentation and providing process support. The Contact Centre Coordinator also provides expertise in supporting ongoing operations, project management and change management. The Contact Centre Coordinator is a role model for the values of the firm.