Customer Service Performance Engagement Coach

Are you:

· Looking for a customer service role that's out of the ordinary?

· Interested in a hybrid, flexible working week, with at least two days' work from home per week?

· A natural problem solver, ready to take your career in a different, unique direction?

· Interested in joining our growing team of customer service diagnostics specialists who support the leading bars, restaurants, hotels, festivals, stadiums, concerts, events and keep our customers pouring?

· Skilled in customer care? Working with customers and driving simplicity while providing solutions?

What's on offer:

* A competitive salary for this full time permanent position.

* 23 days annual leave per year plus 8 bank holidays per year =31 days

* Benefits including life assurance, BUPA healthcare, discounts from leading brands, welfare scheme, company pension scheme with employer contributions, and highest spec equipment for home/remote working, free parking and social events.

* Industry leading training with ongoing support plus a structured career development path

* Potential to suggest improvements and see your successes celebrated company wide.

* Unlimited free premium hot and soft drinks

* A working pattern of Week one: Mon , Tue 08:00-16:00. Wed 08:00-18:00 Thurs and Fri 08:00-16:00

Week two: Mon, Tues, Thurs 10:00-18:00. Fri 10:00-19:00 Sat 09:00-18:00

* A chance to build on your existing expertise and develop new skills.

· What does the role involve:

This is a key role in the Customer Service Centre reporting to National Maintenance Manager, responsible for monitoring, managing, and optimising the performance of the Diagnostics Contact Centre in real-time. The role involves ensuring that service levels are met, handling intra-day adjustments, and coordinating with various teams to ensure smooth operations. You'll use real-time data and analytics to make informed decisions and improvements to overall efficiency and customer satisfaction.

· Displaying Innserve Values, you'll:

· Monitor real-time contact centre performance metrics, including call volumes, wait times, and service levels.

· Adjust staffing levels and resource allocation in response to real-time demand fluctuations.

· Communicate with team leaders and agents to address performance issues and provide immediate support.

· Manage live escalations to support agents and team leaders and resolve complaints.

· Analyse and report on intra-day performance trends and deviations from forecasts.

· Implement real-time strategies to manage high call volumes and