Customer Service Advisor

A fantastic opportunity for a Customer Service Advisor to join a progressive, innovative company with 25 years’ industry leading experience.

Based within exceptional, modern offices, the Customer Service Advisor will be rewarded with 23 days’ holiday, increasing with service to 30 days; quarterly staff awards and long service rewards; company events; free onsite parking; a healthcare cashback scheme; life assurance; and genuine career opportunities.

Working on a hybrid basis, the Customer Service Advisor will work 37.5 hours a week, between the hours of 8am and 8pm Monday to Friday, 10am-2pm Saturday (on a rota).

The role will involve liaising with clients to effectively and consistently resolve queries, providing the highest standard of customer care and always aiming for excellence. The Customer Service Advisor will provide a first call resolution and work closely with internal teams to ensure continuity of service.

RESPONSIBILITIES:

• Answer telephone queries which range in urgency and complexity
• Liaise with other teams to provide a satisfactory response to all queries or complaints
• Accurately update the internal database to track and record all customer communications
• Organise call backs at requested times
• Maintain a weekly/monthly call log system
• Undertake training as required and take part in team meetings to share learning and improve processes

SKILLS AND EXERIENCE:

• A minimum of 2 years’ phone-based customer service experience, ideally gained within a regulated industry
• A customer driven approach to all tasks, aiming for a first call resolution every time
• Excellent communication skills, with the ability to liaise with customers, suppliers and colleagues effectively
• Team support skills with the ability to work collaboratively as well as independently
• Results-driven with a focus on achieving goals and objectives
• Take ownership of a query and deliver on promises made
• IT skills in MS Office - particularly Excel and Word

KEYWORDS: customer, client, calls, service, phone calls