Address
Form of workCustomer Service Advisor
£22,308 (pro rata)
We have an exciting opportunity for a Customer Service Advisor to join our team on a full time, fixed term basis for 3 months.
Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.
The group currently has revenue of £270m, employs nearly 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK.
The Position & Key Responsibilities
As a Customer Service Advisor with Marston Holdings Ltd you will have a pivotal role in our contact centre, engaging with customers and helping them find a solution, processing refunds and recording accurate information on various bespoke systems.
Support and coaching will be given throughout your career to help you succeed.
- Deal with inbound customer calls.
- Investigate customer claims over the phone whilst using various systems to securely record accurate information.
- Provide help and support or signpost to the correct team to deal with specific enquiries.
- Handle and resolve customer complaints where possible or follow the escalation process.
- Explain the refund process to the customer and instruct if they qualify.
- Maintain knowledge of our customer policies to ensure accurate decision making.
- Ensure quality standards and GDPR are always adhered to.
Person specification
- Experience of handling and resolving difficult situations
- Capable of handling high volume calls efficiently and professionally
- Ability to successfully meet client SLA's.
- Good understanding and use of Microsoft Office Applications
- Excellent phone manner and Customer Service skills
- Strong time management and organisational skills
- Empathetic decision making
What's in it for you?
- Salary of £22,308
- Hours: Monday to Sunday, working shifts between 8am - 8pm
- Office based training then hybrid working
- Contract: Full time, 37.5 hours per week
- Enhanced Maternity and Paternity Package NB subject to eligibility criteria
- 25 days annual leave (pro rota)
- Health Cash Plan
- Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing.
If this sounds like the job for you, please apply....
New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.
We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment.
