Job Overview

Job Title: Contact Centre Team Coordinator

Contract: Permanent

Salary: £40,000

Location: Cardiff (Hybrid)

Application Closing Date: Monday 23rd March

Job Purpose

BMJ Group is seeking a confident and proactive leader to join the Business Services department as a Contact Centre Team Coordinator. The Contact Centre team are responsible for covering a wide range of queries for different areas of the business (eg online access, print delivery, events, open access, invoicing, billing etc). Our customer queries are received 80% via email and 20% via calls/live chat. 

This role will require frequent interaction and process management with multiple BMJ Group departments to ensure that  customer queries and issues are resolved whilst keeping the Contact Centre informed and updated on any policy, product or other customer facing information (that will impact the support and query resolution provided to BMJs global customer base).

The role will include line management of the Contact Centre team (6 direct reports).

Responsibilities

• Manage and support a team of 6 direct reports through performance management activities including 1:1s, annual reviews and development planning.

• Oversee the day-to-day handling of customer queries across products and services, ensuring delivery against SLAs and KPIs.

• Act as the voice of the customer by gathering business insights and using data to provide feedback that improves products and services.

• Coordinate workloads, prioritise requests, and allocate resources to meet business and customer needs.

• Work with Product Owners and internal stakeholders to enhance product offerings and improve processes.

• Develop and maintain efficient, scalable procedures aligned with changing business priorities across departments.

• Provide coaching and subject matter expertise on systems and processes across Business Services.

• Support continuous improvement, promote efficient tools and behaviours, and manage escalations, cases, calls and live chats as required.

Skills, Experience & Qualifications  

• Experience of delivering excellent Customer Service and Support for all products  including  online and software

• Experience of working with a CRM system (e.g.  Salesforce) and working across a number of peripheral support systems and databases.

• Sound technology based skills, e.g. use of Google  suite of products, Microsoft office package, IVR systems

• Excellent problem resolution and troubleshooting skills.

• Communication – able to communicate effectively with different people in a professional way, an active listener able to gather and deliver  accurate and detailed information

• Customer focus - shows  understanding of the customers' problems  and specific needs

• Flexibility - able to adapt to the demands of the situation.

• Tenacity - able  to drive through  barriers to find resolution to the problem

• Initiative -  is goal driven and is a quick thinker

• Continuous Improvement - advocates and drives change to  improve customer experience and increase efficiency

• Leadership - is able to lead by example from within the team, coordinating and driving the team efforts to support the SLAs.

• Coaching and training - able to coach and support colleagues and effectively transfer knowledge and support training.

Why work for us

Help us create a healthier world. We are a global healthcare knowledge provider. We publish The BMJ, one of the world’s most impactful medical journals and over 70 influential speciality journals. We offer digital tools to help health professionals worldwide tackle critical healthcare challenges. Find out more about us here.

Flexible Work and Workplace Perks

• We’re committed to flexible working that supports both your needs and the requirements of the role.

Generous benefits

• Generous double-matching employer pension contribution, up to 12%

• Discounted dental and travel insurance

• Seven x salary life assurance cover and a generous income protection package

• Discounted gym membership, cycle-to-work and season ticket loan

• Discounts for retail and leisure products through yourReward 

Work-life balance and wellbeing

• Twenty-five days holiday + bank holidays + a BMJ Day off.

• Additional holiday through long service; buy up to 5 additional days 

• Leave for moving house, volunteering or getting married

• Concierge service Seniorcare by Lottie

Equity, Diversity and Inclusion

• Equity, Diversity and Inclusion are not buzzwords to us, but fundamental company priorities

• We believe that a diverse workforce brings unique strengths and insights, enabling us to better serve our customers and drive positive change in our industry. 

• If you are from an under-represented or historically marginalised community, we are particularly interested in hearing from you. 

• Join our employee-led networks focusing on Gender, Race and Cultural Diversity, Sexual Orientation, Mental Health and Well-being, Parents and Carers and Age.

• Disability Confident Committed employer

Learning & Development

• Personal development plan 

• Mentoring scheme

• Career Coaching

• Opportunities to pursue professional development

• Strengths-based development