Customer coordinator

Cardiff - Closes on 26/08/2019


Job details

  • Cardiff
  • £21,000 per year
  • 35 hours per week (Monday to Friday)
  • Full time, permanent

Working at Scope

  • Be a disability gamechanger
  • 27 days annual leave
  • Flexible working
  • Discounts at theatres, shops and gyms

About the role

Be a Disability Gamechanger and join us as our Customer co-ordinator for our national parent mentoring service Navigate. Navigate is a new and exciting service designed to support parents of disabled children around the point of diagnosis, or acquiring an impairment, who are looking for emotional support to manage this life transition.

You will be the main initial contact point for this digital service. You will deal with all referrals made online and via the phone and will be responsible for triaging all referrals and booking appointments into Parent Adviser diaries for eligible customers or signposting to other services if required.

As part of the role a general level of administrative duties is required including organising team meetings, managing customer records and other duties to support the advisor team to carry out their work.

Full job description

About you

You will have demonstrable experience in a customer facing role including experience of supporting customers remotely online and by telephone. You will be able to demonstrate excellent administrative and organisational skills as well as possessing excellent communication skills both verbal and written.

Showing that you have a flexible approach and can respond positively to change and have the ability to work well under pressure and deal effectively with conflicting priorities will allow you to succeed within this role.

It is essential that you have a good working knowledge of IT including Microsoft Office Products and are a confident user of digital technology demonstrating a positive approach to the adoption of innovative products and tools.

You will have the ability to provide basic technical support to customers for the online tools that they will use to access the service and be able to demonstrate good relationship building skills.

You will bring drive and enthusiasm to your role and can demonstrate that you care passionately about improving disabled people's lives.

Skills and experience

  • Excellent customer service skills, especially over the phone and via email.
  • Excellent verbal and written communication skills
  • Able to respond to customers with empathy and without judgement
  • Experience working in a team
  • Previous experience working in a contact centre environment or a telephone-based role
  • Digitally confident- working knowledge of all Microsoft Office Products and Microsoft Dynamics, Skype for Business and Call Handling
  • Agreement with 'Social model of disability' approach

Person specification

Disabled candidates

Equality and inclusion are at the heart of Scope’s mission and we are committed to creating a diverse and inclusive workplace with equality of opportunity for everyone.

We welcome applications from disabled people and guarantee interviews to disabled applicants who meet the minimum job criteria. Please let us know in your application if you would like to be considered for this.

Contact us

If you have any questions please get in touch.

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