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Customer Support Executive / Client Support Exec - Night Shift

Posted 27 December 2017 by Bluetownonline Ltd Ended

Job Title: Customer Support

Location: Fareham, Hampshire

Salary: £8.50 - £10.00 per hour

Job Type: Part Time & Full Time positions available, Permanent

Hours: Various night shifts available between 6.00pm & 5.00am Sunday to Friday for 1-5 nights per week

The Company is a leading provider of fleet compliance and risk management solutions that overcome some of the most challenging driver safety issues facing businesses in the UK, mainland Europe and worldwide.

Job Role:

The Customer Support role is working at the heart of the night shift to support primarily a large primarily to manage and support one of their largest clients in answering telephone queries and queries received from personnel via a dedicated email account and telephone line. Additionally, provide support for other clients within the business, taking ownership of query and resolving where possible. Coordinator to ensure the ability to adapt in areas of data entry to maintain accurate records and to operate within agreed service levels.

Key Responsibilities

  • Responsible for ensuring client completes the appropriate elements of their Safety & Compliance Programme, sending out reminders for training modules
  • Set up and amend driving modules for new starters and for training recommendations
  • Deal with any issues or queries for permits to drive for Jacobs to ensure resolved and corrected as necessary
  • Manages and resolves individual and client problems if complaints, escalations and personnel issues arise
  • Monitor queries in client email accounts that will in time lead to minimal referral to Management and to work on own initiative
  • Maintain up to date data on system
  • Ensure any queries related to licence revalidation are updated efficiently and accurately and that data held on external Gov.UK vehicle and driving licence information sites are accurately interpreted to ensure data held by ADT correct and concise
  • Any reporting required for client constructed and issued to client adhering to procedures to ensure the reports issued on time and comply with the correct ADT format
  • Work to set
  • Primary point of contact for managing client's accounts on nightshift
  • Adhere to parameters for working on specific client accounts to accurately record information that may include cost centre, manager, employee number with the ability to question should information require correct interpretation.es as required
  • Managing updates for weekly data

General

  • Prioritise workload and be flexible to support ADT team when workload volumes are excessive
  • Action any management ad hoc requests
  • Handle any exception reporting to ensure complete validation of client requirements and controls ensuring that also bespoke requirements are observed
  • Ensure a sensitive approach in activity to comply to client policies, business controls and guidelines ensuring adhere to data protection and data security guidelines
  • Keep knowledge up to date on systems and the service ADT provide
  • Be prepared to maintain records of own personal development to ensure prepared to discuss personal development at yearly performance reviews
  • Acknowledge, investigate and seek approvals prior to approving any matters relating to a change in policy or procedure
  • Take initiative to acquire new skills
  • Ability to work efficiently and to work alone as and when required with excellent communication skills

Key Skills

  • Organisational skills to ensure that priorities are set and adhered to and that any complaints and out of line situations are escalated to management as appropriate.
  • Communicate effectively with our clients and suppliers at all levels, taking ownership to resolve caller issues where possible.
  • Adhere to ADT internal requirements to ensure confidential material handled in appropriate way when dealing with sensitive matters
  • Computer and application skills, excel etc
  • Handle telephone calls and e-mail queries in a professional and friendly manner but able to hold own on matters of policy
  • Ensure client accounts are managed efficiently, all queries, reporting matters are handled in acceptable turnaround times that reflect a professional image of the ADT business

What they are offering you:

  • Pension auto-enrolment
  • 25 days holiday including some bank holidays
  • Training and Development opportunities
  • Salary: Competitive dependant on experience

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of; Customer Support Executive, Customer Support Advisor, Customer Service Support, Customer Services Executive, Customer Service Adviser, Customer Support, Client Service Advisor, Customer Services, Customer Service Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, , Business Support, Customer Service Advisor, Customer Services, Client Relationship Executive, Client Account Management may also be considered for this role.

Required skills

  • Customer Services
  • Customer Support
  • Customer
  • Customer Service Assistant
  • Customer Service Adviser
  • Customer Services Executive
  • Customer Service Support
  • Customer Support Advisor
  • Client Service Advisor
  • Customer Support Executive
  • Customer Aid

Reference: 34090147

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