Customer Service Advisor - Hybrid

Customer Service Representative

Inspired by their unique client base, our client is looking to add to their growing Customer Service team to continue to provide a top-quality tailored customer experience.

Salary: GBP21,255

Hours: Monday Thursday 8:30am 5pm, Friday 8:30am 4:30pm

Hybrid role once fully trained, May be 2-3 months in the office at first.

Contract: 12 Month fixed term contract

Training: 4 weeks and then grad bay. Will allow them to work from home once fully competent.

Role

To deliver great Customer Service to all our customers through effective and timely query and complaint management. Aiming for first contact resolution and taking ownership of our customer queries via multiple contact channels, including telephone and email.

Key Accountabilities:

• Working efficiently and managing own workload to respond to customers within agreed Service Level Agreements (SLA s).
• To effectively manage and respond to all queries and communication via all contact channels e.g., telephone, post, email and digital methods.
• To keep customers regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and always adhering to our policies
• To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes
• To adhere to internal policies, risk frameworks, industry compliance and other requirements e.g. complaint handling policies and GDPR
• To take actions, working with other teams / departments, if necessary, to improve customer experience
• To ensure that all processes are always operated in a timely and efficient manner with a focus to provide excellent Customer Service
• To assist in the development and training of new starters within the department.
• To respond and act on any feedback from Quality Monitoring Checks on a monthly basis to maximise customer satisfaction and level of service
• Promotion and pre-registering of self-service channels i.e. CSP and conducting regular account management checks
• Assisting in service development and continuous improvement projects and activities to drive service efficiencies.

The ideal applicant will have:

• Excellent communication skills (including written and telephone skills).
• Verbal comprehension skills.
• Numerical skills.
• Microsoft Office proficient.
• Proven record of excellent Customer Service.
• Able to produce accurate work within tight deadlines.
• Organisational skills.
• Practical approach to problem solving.
• Ability to present information effectively.
• Customer focus
• Results focus
• Drive to achieve continuous improvement

In return you will receive a great working location, Monday Friday sociable working patterns, 24 days annual leave, a competitive salary based on your experience and lots of other exciting benefits bespoke to our clients workers.

If this sounds like something that you would be interested in, then please APPLY NOW! Or Alternatively email your cv to (url removed) quoting Hybrid Customer Service Advisor