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Job descriptionWho We AreFRC is a group of social businesses and registered charities who exist to end furniture poverty, campaign to raise awareness of furniture poverty and create practical solutions to get furniture to people who need it. Our work also helps to create sustainable employment and better futures for people.Contract Type : Permanent25 days annual leave plus bank holidays (pro-rata)8.45am to 4.45pm Monday to FridayBase: Based at Head Office, Brunswick Business Park, Liverpool*Office move to Speke in 2024*Led by: Customer Service Team LeaderJob Purpose*Must have Customer Account Management Experience*Will deliver ‘simply better’ customer service while keeping in mind Furniture Resource Centre’s best interests. This will include the co-ordination, processing and administration of all orders for Furniture Resource Centre across the UK and ensuring that all tasks are processed within set timescales and company procedures. Engaging with our customers on a daily basis, creating personal connections and being a customer service champion within Furniture Resource.Key ResponsibilitiesCustomer ServiceCommunicate and liaise with customers, suppliers and sub-contractors via various methods, creating a personal connection.Provide a simply better service to all customers; resolve any customer issues and complaints in a professional and timely manner to enhance the customer experience and maintain a high standard of customer satisfactionHandle all telephone calls in a timely mannerManage a selection of customer accounts to build and maintain effective working relationshipsProvide help, support and advice to staff on training contracts, placements and agency staff, setting the example of good working practicesProduce regular KPI reports for key customersAttend customer meetingsCustomer Service Administration TasksAccurately process customer orders within set timescalesMaintain manual and computerised systemsProcess all delivery paperwork accuratelySchedule deliveries on database in accordance with individual customers lead-times and stock availabilityCollate and analyse data in relation to customer ordersCarry out responsibilities as described in the FRC Group Health and Safety PolicyUndertake any other work appropriate to the job as directed by your Line Manager or training deemed necessary by the company including attending refresher training coursesSales Support Administration TasksProduce account management forms within set timescales for customer meetingsProduce and / or amend quotes, order forms, price lists and brochures within set timescalesArrange, manage, monitor and follow-up window and carpet quote requests via sub-contractorsFollow-up outstanding quotes with customers within set timescalesDeal with and respond to sales queries and customer requests, referring to the Sales Team where appropriateConduct monthly customer feedback calls within set timescalesBe proficient with CRM and follow company procedure with regards to uploading quotes and relevant documents; maintain and update customer details as requiredDecision Making AuthorityYou are required to clear any issues relating to policy with your supervisor. You are also required to obtain clearance for any expenditure not in line with agreed budgets.Person SpecificationPersonal QualitiesAbility to work in a team and on own initiativeMethodical attention to detail / organisational skillsAssertive and confidentCreates personal connectionsProblem solving skillsExcellent communication skills, pleasant manner, approachable and can remain calm under pressureEmpathetic approach to a range of people from diverse backgroundsA flexible approach and commitment to personal development and trainingCommitment to the values and objectives of FRC GroupSkills and ExperienceAt least one years’ recent experience in a customer service / administration roleCustomer Account Management experienceKnowledge of and experienced in using MS Office, particularly Excel, Word and OutlookMotivation and OutlookAbility to work under pressureFlexible approach, positive attitude and a team playerHelps even when it “isn’t their job”Gives simply better customer service to everyone, everywhereDelivers simply better customer service to customers while keeping in mind FRC’s best interestsUnconventional thinking, find ways to say YESA commitment to providing an excellent service to all customersA commitment to and willingness to adhere to the Equal Opportunities PolicyQualificationsEssentialGCSE Mathematics and English, or equivalentDesirableNVQ Level 2 in Customer Service or Business AdministrationJob Types: Full-time, PermanentSalary: £26,024.74 per yearBenefits:On-site parkingSchedule:Monday to FridayAbility to commute/relocate:Liverpool, L3 4BE: reliably commute or plan to relocate before starting work (required)Education:GCSE or equivalent (preferred)Experience:customer service: 1 year (required)Work Location: In person