Senior Customer Service Advisor, Hove
Acting as the conduit between customers and the business, you will ensure our customers receive all the help, support and inspiration to use our services that they need from our contact centre in Hove. You will need to constantly monitor inbound workflow and ensure that the team on duty are flexing their approach to swiftly respond to every engagement, which are received via various communication channels. You will also be responsible for the quality of people’s work and ensuring that there is a strong emphasis on supporting the team with their development. The role can be pressured at times but is highly rewarding for someone who thrives on looking after customers and finding solutions for them.
Key duties and responsibilities:
• Handle complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution
• Deliver excellent customer service
• Maintain thorough and accurate customer service records
• Keep confidential records and financial information private and secure
• Communicate with other departments to ensure successful customer resolution
• Work with multiple systems in order to give correct and up-to-date information to our customers
• Provide support to colleagues with coaching/feedback
• Provide support to the team leader, assisting with rotas, quality checking and day-to-day management of the team
• Cover for the team leader when they are absent
• Handle escalation calls and provide a favourable outcome
You will need:
• Strong communication skills and passion to support customers, whatever their circumstances. Given the nature of some of the calls we receive, it’s important that you are authentic and empathetic
• A mix of flexibility and resilience to deal with a variety of enquiries
• Confidence using a PC and the ability to multitask, though we have a range of support tools designed to help you on the phone with customers
• An enthusiastic, positive attitude with a real desire to help others
• Two years’ experience in a customer facing role
If this role sounds exciting to you, please apply with a CV and cover letter to [email protected]