Our client is due to launch a new service provision and has great opportunities for Customer Service Advisors to get involved in the first round of public testing and help determine the future scope for the service. The main purpose is to deal with inbound enquiries from the public and professional users who may have queries or difficulties using the online service provision. These roles are initially offered as 6 month fixed term contracts. The hours of work are between 8am till 8pm, Monday to Friday and between 9am and 5pm on Saturday, total 35 hours per week, 7 hours per shift, on a rotational basis.
To provide an efficient and appropriate response to customers and other business partners, while dealing with enquires in a helpful, proactive and professional manner
Acting as the main point of contact for 2nd tier enquiries including escalations, complaint handling and vulnerable customers
To ensure that an excellent service is always provided
Deliver all customer interactions in a polite professional and appropriate manner, while working in accordance with the operating procedures
Responding to customer queries via telephone, email, web-chat and postal enquiries in an efficient and appropriate manner.
Logging customer calls using in-house systems ensuring all necessary details are captured.
To work in conjunction with company policies and procedures
To handle interactions for all work streams within agreed timescales
To assist with all aspects of training within the department to include new starter and process coaching together with process change training.
To ensure that all Data Protection requirements are complied with
To build and maintain effective working relationships with staff, visitors and contacts
To contribute in creating and maintaining a high-performance culture
To use judgement when dealing with all enquiries including vulnerable customers and escalations
Act as a role model
They are looking for someone who;
Is enthusiastic, energetic
Has and can demonstrate the ability to deliver exceptional customer service through listening and empathy skills.
Has experience of dealing with vulnerable customers would be extremely desirable.
Has experience with multi-channel communication including web chat, telephone and letters
Has experience dealing with escalations and complaints
Coaching and training experience would be desirable.
Experience of working in a customer service role, preferably dealing with telephone, email, webchat and postal enquiries.
Demonstrate a genuine passion for speaking to customers and answering queries.
Proven experience of excellent customer service skills
Excellent attention to detail, with high levels of accuracy
Proven ability to prioritise own workload, in line with changing requirements
Effective and clear communication style, with excellent verbal and written skills.
Excellent listening and questioning skills, with the ability to extract detailed and relevant information
Logical problem solving skills
Ability to use own initiative and work within defined procedures
Coaching and training experience would be desirable
Computer literate, including experience of using MS Office
Strong team working ability
Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.
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