Product Features
Blog
Contact Us
Sign In
JustPark
,
London, Greater London
B2C Customer Support Consultant
Overview
Job Description
We're recruiting a temporary, part-time Customer Support Consultant to assist the Heads of Customer Support to execute on an ambitious improvement program. About the role With responsibility for providing an exceptional customer support to our 4m drivers and space owners across the UK, our Customer Support team manage over 100,000 individual customer contacts each year The team has transformed over the last 6 months, delivering a program of improvement across our systems, processes and ways of working. The next 6 months will see further changes as we continue to build a world-class Customer support function to ensure that all of our customers receive effective, efficient and friendly service when they need to contact JustPark. About your day to day * Identify areas where the Customer Support journey, processes and systems could be improved * Assist the Heads of Customer Support to put in place programmes to improve customer service experience, create engaged customers and facilitate organic growth * Coach the Heads of Customer support and other team members in terms of best-in class practices in the world of B2C Customer Support * Advise on identification, implementation and monitoring of KPIs * Help to develop service procedures, policies and standards in order to have a consistent customer experience and an efficient department * Advise on the industrys developments to apply best practices to areas of improvement * Assist implementation of projects, including but not limited to: * Outsourcing * Customer reviews * Training build and implementation * Mystery shopper * Fraud prevention * Zendesk optimisation This role is part time, approx 2 days per week with a schedule to be determined. While the team are currently working remotely, once we are able to return to the office this role will be based out of our Camden office. Requirements About you * An expert in Customer Support/Customer Experience, with a track record of building a world-class CS function * Extensive experience within a customer-facing environment * Knowledge of building and implementing a training framework for a B2C CS team * Experience of outsourcing functions of a B2C CS team * Experience of setting benchmarks and KPIs for a B2C CS team * Expert user of Zendesk (or a similar tool) * Experience of fraud prevention tools and techniques * Experience in coaching * Tech-savvy and has a passion for technology * Previous experience getting the most out of CRM analytics and making data-led decisions Benefits We want teams that enjoy spending time together. So weve built a culture that encourages teams to get to know each other - we run company-wide away days and annual retreats to get us away from the desk. Our in-house chef provides a freshly cooked lunch everyday, giving us the opportunity to catch up over great food (check out whatsjuliecooking for some inspiration!) Our teams work hard to make JustPark a success, so its important to us that they can share in that success. Thats why we offer stock options to every member of the team. We work hard to achieve some ambitious goals with the knowledge were building something truly valuable. We trust that our team has the best interests of our customers at heart, which means we trust you to know whats needed to get the job done. Whether thats working the hours that suit you or making sure you have the right kit, well work with you to create the right environment for you to succeed. Plus we know it's not all about work! That's why we also offer benefits like unlimited holiday and enhanced maternity leave. Were in this for the long term, and we have big ambitions for the future. To help us get there, we want to grow our own superstars from within. We fund additional training, provide mentoring and work with you to develop a career plan so we can help you get where you want to go, too.