Customer Service Advisor

Location Haywards Heath
Contact name: Felicity Handley

Contact email:
Job ref: 5743
Published: over 1 year ago

We have a fantastic opportunity with our client based in Haywards Heath to join their team as a Customer Service Advisor. You will be extensively trained in-house for a 4 week period. This role will handle inbound calls from existing  customers with queries on their account and the workload will be split into 80% serving customers on calls and 20% looking at continuous improvement, customer journey processes and writing up procedures. 

The role is working Monday - Friday 9am - 5:30pm and will be onsite until after probation is passed where you will be offered a hybrid working model of 2 days in the office and 3 days at home.  

Job responsibilities of the Customer Service Advisor

  • Engage in a variety of activities, flexing between service, projects and experiments in line with business need
  • Assisting customers with queries whilst ensuring you provide an excellent level of service
  • Spend up to 80% of time engaging with customers via voice and non voice channels in a contact centre environment
  • Following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
  • Continuously feedback into the improvement cycle to build best practice, providing detailed information to shape requirements and business case
  • Contributing to and building knowledge, training and process documentation
  • Testing of system and process changes
  • Onboarding new products and services to determine the best rollout strategy
  • Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
  • Be the voice of the customer within retail operations and the gold standard for performance across all KPIs
  • Any other reasonable duties as required
  • To adhere to and consider all regulatory requirements at all times

 Skills & Qualifications Needed of the Customer Service Advisor:

  • Good communication skills, both verbal and written
  • Good time management and organisation skills
  • Problem solving skills with the ability to adopt a logical approach to resolving problems
  • IT and software skills, including good Microsoft Excel and Word knowledge
  • Customer focused
  • Self motivated and enthusiastic
  • An organised and pro-active approach
  • Able to work on your own initiative and as part of a team
  • A flexible approach and positive attitude
  • Desire to learn and develop through continuous training
  • Emphasis on attention to detail and accuracy
  • Embrace, embed and incorporate the Company Values
  • Strives to deliver performance targets and drive business improvements to contribute to the success of the business

If you are interested in the Customer Service Advisor role and are able to start on the 24th April please don't hesitate to apply attaching your CV.