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.
Key Responsibilities
- 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