Lead Customer Service Advisor

Posted 21 November by Page Personnel Finance
Easy Apply

This Lead Customer Service Advisor is initially a 6 month contract role with great prospects of developing into a permanent position with great responsibility and a chance to impart your wisdom to others. Based in Milton Keynes with parking on site and a truly passionate and supportive management team offering training for the right individual

Client Details

This is a great opportunity for a Lead Customer Service Advisor to be involved in something from the beginning, an exciting innovative project for this technology company based in Milton Keynes with parking on site. In a Call Centre and Customer Service environment you will be helping to identify any issues and develop solutions before full launch whilst actively managing a diverse range of Customers and client.

Description

Lead Customer Service Advisor duties and responsibilities;

  • 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

Profile

Lead Customer Service Advisor experience and characteristics desired;

  • PERSONALITY is key and someone needs to have a customer focused approach with great listening and communication skills
  • Experience of working in a call centre and customer service role, within multi-channel communication including web chat, telephone, letters etc
  • Demonstrate a genuine passion for speaking to customers and answering queries
  • Proven experience of excellent customer service skills
  • Has experience of dealing with vulnerable customers would be extremely desirable
  • 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 with empathy
  • Has experience dealing withe escalations and complaints
  • 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 with energy and enthusiasm

Job Offer

A 6 month contract with a great prospect of developing into a more Senior and permanent position with a team potentially being built around this position after the 6 months initial contract. Milton Keynes great open plan offices with a supportive and truly passionate management team who make you feel part of their dynamic family

Required skills

  • inbound
  • call centre
  • customer service
  • advisor
  • service

Reference: 39418231

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