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Customer Services Operator

Employer
National Milk Records PLC
Location
Site based at Harrogate
Closing date
8 Aug 2022

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Job Details

The Role:

To be responsible for:

  • Handling Customer Enquiries/Orders           
    • Handling enquiries from NMR Group customers/potential customers and the wider industry
    • Assisting company wide colleagues to provide the best Customer Experience
    • Deal with enquiries maybe via any media channel
    • Deal with issues and complaints within a timely and effective manner
    • Processing NMR orders
  • Updating Company CRM System
    • Maintain an accurate account of all customer enquiries/contact
    • Gather and update customer information
    • Ensure logging of customer requests and requirements are accurate
    • Allocation of tasks to other colleagues to ensure best possible Customer Experience
  • Administration
    • Administration tasks were required

This role will be salaried and will be office based at Harrogate. Your weekly hours will be flexible to cover from Monday to Friday between 08:00-17:30, to fit the needs of the business totalling your contractual 37 hours per week.

Essential Key Skills & Requirements:

  • Ability to provide excellent customer service 
  • Excellent interpersonal and communication skills
  • Flexibility 
  • Self motivation with a positive, can-do and enthusiastic attitude
  • Ability to work effectively within a team and add value
  • Attention to detail 
  • Passion for delivering outstanding service
  • Excellent PC skills to include Office 365

Preferred Skills & Requirements:

  • Farming experience and knowledge of the dairy industry
  • Problem solving skills

Key Responsibilities:

  • To take and process orders for all NMR products
  • To identify and assess the customers’ needs to achieve satisfaction
  • Take full ownership for customer enquiries
  • To be able to advise customers of the benefit of all NMR products and how the customer can order these
  • To be responsible for maintaining and building positive relationships with customers
  • To be responsible in handling a wide range of cases on a daily basis
  • To ensure each query is resolved at the first point of contact wherever possible, where not possible escalate appropriately and ensure resolution is communicated to the customer
  • To ensure the processing of leads and opportunities to the field team
  • To take accountability for Health & Safety compliance in line with company standards
  • To take accountability for GDPR compliance in line with company standards
  • To promote NMR and assist at local and national events e.g. shows and farm walks
  • To maintain effective knowledge of NMR products and services including the wider industry
  • To stay updated on any changes in company policies
  • To work closely with the team to ensure high quality service and continued business development
  • To participate in additional projects as and when required
  • To maintain accurate and timely records on the Customer Relations System
  • To take and process customer payments ensuring compliance
  • To undertake the production and analysis of performance reports

Company

About Us

It’s an amazing time for you to join the NMR team as we continue to enhance and progress our business. Since its formation in 1997 and subsequent flotation in 2006 as a plc, NMR has grown and developed into an integrated service provider, working for farmers and milk buyers, as well as being an independent source of data for advisors including vets, farm consultants and breed societies. Our Strategic Plan and Core Values are embedded in our organisation and are the framework of the daily activity. The NMR Group today is structured around four revenue streams with the passion and investor support for growth:

  • Milk recording
  • Disease testing
  • Payment testing
  • Genomic testing

Working for us

Working at NMR is so much more than just a job! We offer a wide range of career opportunities, particularly to those who are attracted to the ever-changing and modernising farming industry.  Our teams are dedicated in providing high levels of value and customer service. We do this by both retaining our existing experienced people and by attracting and developing the next generation people.  As an employer, we are committed to providing opportunities to:

  • Maximise your potential contribution to the business
  • Be involved at every level within the business
  • Undertake personal and professional development
  • Consistently receive a good employee experience
  • And without doubt, you’ll be part of a caring, welcoming, and friendly team, who have the ability to make a real difference.

Our Values

We pride ourselves on demonstrating our values of Can Do and Collaborative, Expert and Accountable, Open and Purposeful of which all make us Trusted

Our Benefits

We pride ourselves on looking after our people and we offer competitive benefits which include:

Annual Leave – 25 days’ holiday in addition to statutory days. After three years’ service, we give an additional day for people’s birthday.

Benefits Website – Available to all and is designed to save employees money.  The categories include; My Car,  My  Health,  My  Home,  My  Money,   My   Legal   Matters,   My   Lifestyle,   My   Shopping   and   My   Travel.  

Auto Enrolment Pension with employee contributions of up to 4.5% and company contributions of 4%. The pension scheme runs through salary sacrifice.

Group Life Assurance - Iif enrolled in the pension, people are also entitled to Life Assurance where a nominated beneficiary will receive a lump sum pay out, based on your basic salary in the event of your death whilst in service.

Making a Difference Award - Recognition scheme with the chance to thank or congratulate a  colleague for going the extra mile. Based on our new values. Each month a winner receives £150 in their salary.

Share Incentive Plan - A  monthly  plan  that  gives  the  option  to  buy  NMR  Partnership  Shares up to the value of £150 each month. The shares are purchased  from  pre-tax  salary,  giving  tax  savings  as  well  as  an  investment  plan.

Cycle to Work Scheme - Salary sacrifice  scheme  to  help  purchase  a  bicycle  from  Halfords  for  travelling to work. Payments are taken from salary before PAYE and NI over a 24-month period.

EAP - Programme with AVIVA offers information and support  on  a  wide  range  of  topics,  affecting  employees at  work  or  at  home,  with  the  aim  of  helping people lead and a maintain a healthy lifestyle. These services are free, confidential and easily accessible -  24  hours  a  day,  365  days  a  year. 

https://www.nmr.co.uk/about

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