Customer Support Advisor

One of our local authority clients are currently recruiting for a Customer Support Advisor. This is a temporary contract for 3 months with possible further extension based on budget and performance.

Main Purpose of Post/Job Summary

To provide transactional administration support to resolve customer queries through the Customer Service Management Centre across the range of channels we offer, to agreed targets and service levels. Where required make proactive outbound contacts with customers. Customer support queries should be answered right first time, making every effort to ensure the right outcome is achieved in a polite, effective way by utilising relevant information held in our systems and knowledge management system. 

Duties and Responsibilities

• To take responsibility to deliver the right outcome for customers in a safe and timely way.
• Deliver transactional administration support resolution to prevent handoff of customer queries elsewhere in the business in line with targets and service levels.
• Offer multi-skilled administrative responses to customer queries across Housing, Garages and Mutual Exchanges, Repairs, Home Ownership that come through the CSMC. (e.g permissions, application processing, boundary enquiries, tenancy/lease information etc) in line with policies and procedures.
• Liaise directly with internal colleagues and external customers to solve problems in a timely, efficient and effective manner. Highlight and respond to all enquires, making sure customers receive a prompt response and are kept informed of progress.
• Ability to problem solve to effectively manage all customer contacts within your team with a can-do approach displaying excellent customer care.
• Ensure all customer interactions, written and verbal, are clear, display the appropriate levels of empathy and are delivered in a way that aligns with Sovereign’s tone-of-voice.
• Adept at dealing with both inbound and outbound calls in line with call routing and call blending strategies.
• Aligning the service provided to the quality and data protection guidelines.
• Respond to all written points of contact in adherence to the quality and literacy standards and guidelines.
• Ensure accurate input of relevant data (notes, actions, agreed plans with customers) into relevant systems to build greater view of customer interactions.

The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Jahker Miah at Coyle Personnel Ltd.