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Senior Delivery Bookings Advisor

Lutterworth Leicestershire

Job Details

Location

MAGNA PARK DC - Contact Centre

Contract Type

Permanent

Working Pattern

Full Time

Salary

£19,000 + Up to £1,200 in bonus

Closing Date

26/04/2019 11:00

Job Description

Harveys Furniture and Bensons for Beds are Recruiting for a Senior Delivery Bookings Advisor for our DB team at Magna Park. Are you looking for a step up and the opportunity to help others with your knowledge and skills?

KEY RESPONSIBILITIES:

  • Directly support Delivery Booking Advisors by offering appropriate levels of coaching and feedback.
  • Ensure frontline advisors are achieving their individual KPI’s and contributing positively to the overall team performance. 
  • Act as first line escalation for customer issues/complaints.
  • Ensure that the team conduct themselves in a professional manner when communicating with both internal and external customers.
  • Ensure that all processes are followed correctly within the team so that we are providing appropriate and consistent resolutions to our customers.
  • Act as a representative of the company by promoting its procedures in positive manner. 
  • Recognise and communicate both individual and team success, ensuring that there is a positive impact on the overall morale of the team.
  • Support the overall management of the floor daily to ensure that business KPI’s are achieved. Reporting any issues or concerns to a Team Leader.
  • Follow the management rota process to ensure that daily/weekly tasks are completed.
  • Issue file notes for non-performing agents, escalating to the Team Leader if there is no further improvement.
  • Assist Team Leader with performance management processes to ensure that the team KPI’s are achieved.
  • Issue new briefings/procedures to frontline agents.
  • Take incoming calls when call volumes are high to ensure that business KPI’s are achieved, ensuring that you adhere to all company procedures when handling calls to our customers.
  • Lead by example and by ensuring the management team are represented in a positive and professional manner.
  • Carry out duties with high levels of accuracy.
  • To follow any other reasonable instructions from the management team.