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Who we are

Boots Hearingcare, is one of the UK’s leading hearing care providers and we pride ourselves on a reputation for excellent service, clinical standards and great value for money.  Our customer centric approach gives us the opportunity to offer leading innovation and technology through one of the UK’s most trusted brands. 

Working for Boots Hearingcare is about more than a career, we are a team with purpose, we believe no one should live with untreated hearing loss and we are passionate about restoring people’s worlds.

Conwy, United Kingdom

Contact Centre Coordinator-Llandudno

Customer Engagement Centre Coordinator – Llandudno

 

Boots Hearingcare, is one of the UK’s leading hearing care providers and we pride ourselves on a reputation for excellent service, clinical standards, and great value for money.  Our customer-centric approach gives us the opportunity to offer leading innovation and technology through one of the UK’s most trusted brands. 

Working for Boots Hearingcare is about more than a career, we are a team with purpose, we believe no one should live with untreated hearing loss and we are passionate about restoring people’s worlds.

 

As a Customer Engagement Centre Coordinator, your role will entail:

 

  • Produce reports/dashboards on advisor/team performance, department KPIs and all Omni channels; identify trends and highlight areas for improvement, be proactive with highlighting changes in activity, and communicating/escalating where appropriate.
  • Produce and maintain individual quality scorecards to ensure Team Leaders have required data for 1-1s, appraisals, and objective reviews.
  • Assume responsibility for the CEC rota covering Advisor and Team Leader shifts, ensuring appropriate resource is in place at all times dependant on-call/interaction peaks and troughs ensuring cover for all communication channels.
  • Oversee planning of annual leave within the department to ensure entitlement is encouraged throughout the year whilst managing requests through peak times and ensuring sufficient resource is in place for service delivery.
  • Monitor the day-to-day management of the departmental workflow and be hands-on with supporting the Team Leaders during peak times. Monitor daily rescheduling and conflict volumes, suggest and allocate resources accordingly.
  • Take responsibility for managing the CEC diary, booking team meetings, 1-1s, project meetings, and rooms.

 

 

As a Customer Engagement Centre Coordinator, you should have:

 

  • A flexible approach to work with the ability to respond to changing work demands, which can on occasion be unpredicted and unplanned.
  • A positive attitude and outlook.
  • An empathetic and personable approach to all colleague and customer interactions. 
  • An ability to be able to pick up and assimilate relevant information quickly and easily. Learns new tasks rapidly. Responds swiftly and appropriately. Can think on their feet in rapidly changing environments.
  • The skills to be able to identify and separate out the key components of problems and situations. Able to manipulate and interpret information from a range of sources, to spot patterns and trends in information and to deduce cause and effect from this.

 

 

We offer a comprehensive benefits package because we care about our colleagues and aim to build the best teams.

  • Competitive Salary 
  • Access to our Support Colleague Bonus Scheme (up to 18% of salary)
  • Boots discount card (after 6 months probationary period)
  • Discounted flu vaccine at Boots Pharmacies
  • Pension Scheme
  • Permanent Health Insurance
  • Life assurance cover
  • Long service awards
  • Annual leave entitlement starting at 20 days rising with length of service increments to a maximum of 30 days plus bank holidays

 

We are looking for a Permanent role working 37.5 hours per week, based in our Support Office in Llandudno, North Wales. If successful in being offered a role, due to the nature of the business, successful applicants will be subject to a satisfactory DBS Check.

 

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.