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Customer Service Advisor

£23k - £25k

Customer Service Advisor

Our client based in Harrogate is looking for a Customer Service Advisor to join their team on a full time, permanent basis!

  • Full Time
  • Harrogate
  • This position has been filled

Description

Our client based in Harrogate is looking for a Customer Service Advisor to join their team on a full time, permanent basis!

You will be handling consumer queries that range from difficulties signing up to the service, disputes from those already registered, and changes to personal information.  The contact centre is responsible for fielding these calls, chats and emails and escalating them to the appropriate team as necessary.

There are a number of processes and email template wording in place for the contact centre to utilise via Zendesk – the consumer communication software for email and live chat. There is now a requirement for a Consumer Support Specialist to:

·         Monitor, and update when necessary, the current scenarios and processes to keep driving improvements and providing support to the agents within the contact centre to provide a high level of service to consumers.

·         Monitor and review contract KPIs in line with the contract specifications

·         Review quality assurance checks against processes to monitor the team’s performance

·         Manage weekly calls with the contact centre management.  Responsible for preparing, collating and distributing the weekly agenda, minutes and updated actions from previous week.

·         Own the processes for contacts escalated to head office, managing the response to them.  These will include escalated complaints and consumer disputes.

·         Support the contact centre management team with escalated consumer contacts, advisor training and organisational processes.

·         Provide insight around the daily performance of the contact centre, including recommendations for improvement, to the management team.

Skills and Experience required:

·         Previous customer service experience

·         Excellent attention to detail and organisation skills

·         Experience with CMS systems

·         Excellent written and verbal communication skills

·         Good understanding and experience of using Microsoft Office

·         Proven experience of taking ownership of issues and implementation of solutions

·         Drives efforts and initiatives which will have the greatest strategic impact; considers and explores scenarios and possibilities to help the team and/or organisation to succeed in the future

·         Consistently delivers results and is undeterred by challenging circumstances

·         Proactive team player with a ‘can do’ attitude

Hours: Monday – Friday, 9:00am – 5:30pm.

In return, our client is offering a fantastic salary between £23k – £25k + many company benefits!

Benefits: 25 days holiday, pension scheme, fun office working environment and many more…!

Interested? Email your CV to Emma at EM Recruiting TODAY!