Frontline Co-ordinator

We have an exciting new role for a Frontline Co-ordinator to join our new team in Warrington! This role is office based, hybrid working is not available. The Frontline Co-ordinator acts as a first point of contact for queries received via the Sunbelt Rentals website and telephone numbers, triaging omni-channel cases within Salesforce, ensuring enquiries are routed to the correct teams, identifying leads and opportunities for the sales function. While also filtering out non-value enquiries to maintain service efficiently and support customer acquisition.,

• Monitor and manage omni channel cases via Salesforce, assign cases to appropriate departments, and maintain service SLAs
• Identity sales leads from enquiries forwarding leads to relevant sales teams using Salesforce, and close non-value enquiries
• Serve as first point of contact via telephone, allocating calls across the business based on enquiry type and urgency
• Maintain accurate case records, collaborate with Salesforce Administrators to improve case handling processes, and support with the reporting and dashboard updated related to enquiry volumes and outcomes
• Work closely with Sales, Marketing, and Operations to align triage processes, and share insights on enquiry trends with internal stakeholders
What we offer?
• Real Living Wage Payer
• Excellent development opportunities
• Exceptional benefits including:
• Incentive scheme
• Life Assurance
• Employee assistance programme
• Opportunity to buy and sell holidays
  
  Proven experience in a customer service role, demonstrating confidence, professionalism, empathy and clarity while maintaining strong listening and problem-solving skills
• Computer literate with experience with digital tools and platforms
• Excellent communication skills, both written and verbal, to effectively interact with customers and internal teams
• Strong prioritisation skills and decision-making skills to access enquiry value and route appropriately under pressure
• High degree of attention to detail to successfully update case records and maintain reliable CRM data