Customer Service Advisor

Full Time, Contract Milton Keynes £20,500 per annum Ref No: IPRS5587

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.

The Role

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

The Person

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.

Requirements

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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