Customer Service Advisor

Position: Customer Service Advisor
Location: Working from Home
Salary: Salary: £11.56ph
Hours: Full Time 37.5 hours per week, Monday to Friday
Shifts:
Monday: 8:30 - 17:30 and Tuesday to Friday: 8:30 - 16:15. Totalling 37.5 hours per week.
Monday: 9:00 - 18:00 and Tuesday to Friday: 9:00 - 16:45. Totalling 37.5 hours per week.
Training hours will be: 8:30 - 16:30 Monday to Friday.
Start date: 13/05/2024
Type: Temporary until approximately 27th September
Blue Arrow is one of Britain's foremost recruitment consultancies delivering a range of employment services. We are seeking individuals who are passionate about providing outstanding Customer Service and who can identify the importance of good listening, with confident communication, whilst supporting the resolution of customer TV Licensing enquiries. Ensuring every customer is helped with their query, feels reassured and comes away not only happy but feeling as though they have received a personalised and premium service.
This is a remote working opportunity that will require individuals to have a secure and private workspace with reliable internet connectivity, all equipment will be provided for the duration of the assignment.
Customer focus
Your passion for helping people and delivering outstanding Customer Service makes you a great fit for this position on the TV Licensing Customer Service Advisor team.
Great Customer Service requires natural people skills, empathy, resilience and understanding in order to leave a lasting impression.
So, what can you expect as a Customer Service Advisor?
You'll be receiving incoming calls and dealing with a variety of requests and queries from over 75s TV Licensing customers or their families. One minute you might be receiving payment to renew a licence, the next answering a question about policies and regulations or changing a customer's address details. We'll also rely on you to accurately capture data and enter it onto the relevant systems. And, all the while, you'll need to use your empathy and understanding of the type of people you're dealing with. Put simply, whatever the challenge, you'll provide a quality service that resolves issues first time and promotes the legal requirements for a TV Licence.
General skills
You will have:
-The ability and motivation to work to set key performance indicators (KPls) and performance targets
-The ability to work well under pressure, manage your own workload, and have the ability to prioritise the tasks that are the most important
-The ability to work unsupervised and deliver quality work across multiple tasks within required deadlines
- Excellent communication - oral and written and a good telephone manner
- Excellent listening skills
- An ability to be empathetic to the customer
- Have a natural desire and passion to help customers and come to an efficient resolution with an ownership of the customer's problem
-Ability to work between multiple operating systems
-Basic computer literacy and keyboard skills
- A good knowledge of basic Microsoft Word, Excel and familiarity with using the internet
- A secure and private workspace with reliable internet connectivity
Personal traits
As a Customer Service Advisor you will be:
- Efficient and accurate in your work
- Positive and approachable in your manner
- A good team player
- Enthusiasm to develop your skills and knowledge
- Adaptable to change and willing to embrace new ideas and processes
Main Duties/Responsibilities
In this role you will:
- Work from home in a secure and private workspace
- Complete telephony, digital and admin-based tasks to service customer queries
- Provide an outstanding service experience to customers by managing various inbound queries that could relate to anything specific to the business, team and/or sector you're working in
- Ensure you are providing each and every customer with an enjoyable Customer Service experience, by providing a high level of customer care and attention at all times
- As a representative of the company, you will contribute to the lasting impression a customer will have and so it is important that you consistently demonstrate the values and behaviours of the business you're working for to ensure their service experience leaves a positive lasting impression
- Take ownership of customer problems, solving them at first point of contact and escalate when required
- Complete data entry and processing; you will maintain data entry protocols and carefully record other information throughout your day
- Deal with customer data ethically and in accordance with relevant requirements to the industry you're working in.
- Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues
- Contribute to the continuous improvement of the business you're working for by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add to the business
Qualifications/Licences/Certifications/Experience
- No formal qualifications or certificates required
- Basic Maths, English and computer skills are required
Employment will be subject to passing screening requirements, including a clean criminal record and credit history, clear of sanctions and staff fraud, proof of address and extensive referencing for past jobs
Desirable:
- Customer service experience, face-to-face or over the phone in any capacity
Capita believes in equal opportunities. We welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people