Customer Service Advisor

The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well-known and smaller organisation from charity, third sector and government sectors.

You will be required to:
• Understand, support and advise customers requiring a wide range of information, advice and guidance.
• To provide a telephone and multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures, and legislation.
• Comply with the expectations of customers.
• Ensure they are consistently achieving or exceeding Service Level Agreements (SLA’s).

• Provision of multi-channel information services.
• Provision of accurate, meaningful, and consistent information to support to our customers.
• Listen patiently, empathise with the caller’s situation and convey a genuine desire to help
and support.
• Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority.
• Work with colleagues to ensure the highest level of customer satisfaction.
• Ensure continuous service improvement, initiating, and responding to change in a positive manner.
• To undertake effective research on a range of topics to fit with deadlines.
• Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.

• Proven experience of delivering a service which provided a supporting role;
• Working as part of a team;
• Providing telephone, online, email and live chat information;
• Researching, collecting and recording data evidence;
• IT literate with full working knowledge of MS Office Suite and use of windows-based databases;
• Planning and co-ordinating own workload;
• Excellent communication and interpersonal skills;
• Strong decision-making abilities;
• Ability to empathise with people at all levels;
• Ability to manage and resolve complaints;
• Emotional resilience.