AddressIf you are experienced in a Customer Service focused role within the Contact Centre, Retail, Care or Hospitality industry we want to hear from you!
An excellent opportunity has arisen to recruit an Customer Service Advisor to support on of SSCL's government client. The role will be answering incoming calls, responding to emails and Live Chat queries, being the first point of contact for customers to resolve these queries quickly and effectively.
This exciting new role is working Monday to Sunday with shift times between the hours of 07:00am-10:00pm on a permanent contract (3 full weekends during a 10-week period) with a hybrid work pattern, working three days from home and two days from our Liverpool office.
What you will be doing:
- Answer incoming calls and communicate with customers through a wide variety of digital communication methods within the time specified by the agreed service levels.
- Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
- Identifying and escalating any concerns that could lead to wide scale customer impact and liaise with internal colleagues across other departments to find appropriate solutions for the end customer
- Maintaining effective relationships with our regional providers through consistent communication whether verbal or written
- Working effectively as a team to provide a first-class service to the end customer
- Working with the wider Contact Centre team to ensure an approach that supports a positive working environment and culture
- Thorough effective questioning, to obtain a clear understanding of the calls being received and accurately entering all information into the system to support our regional teams with their drive for a first-time fix
- Providing a single point of contact for all reactive repair related enquiries
What you’ll bring:
- Proven Customer Service experience
- Excellent listening, verbal and written communication skills
- Articulate & able to develop good working relationships with colleagues & clients
- Able to use initiative & exercise sound judgement.
- Good Microsoft IT and computer skills
It would be great if you did have:
- Previous experience working in a Customer Service environment
- Resilience and the ability to deal with challenging customers and situations
- Strong listening and empathy skills
Employment type: Full time, Permanent with shifts between Monday to Sunday 07:00am-22:00pm (37.5hrs/5 shifts pw)
Security Clearance Level: BPSS
Location: Liverpool L24
Internal Recruiter: Sophie
Salary: £23,000 per annum plus 3% Flex fund
Benefits: 25 days annual leave with the choice to buy additional days, life assurance (x4 death in service), pension and all employee bonus
Loved reading about this job and want to know more about our company?
SSCL is the market leader in critical business support services for the UK public sector. Operating at size and scale since 2013, SSCL has delivered over £750 million of savings - providing more funds for front line public services. We transform services using digital solutions and innovative technology, developing platforms that enable flexibility to meet the changing needs of our Government, Defence and Police clients.
We employ around 3,000 people who sit at the heart of our business strategy. Their passion and connection to our values and our purpose is what sets us apart and puts SSCL in the Top 20 of GPTW large workplaces. ‘Living SSCL’ means we deliver social value within our services and work with our clients and community partners to support programmes such as education and employability initiatives across the UK.
