Customer Service Advisor

Job Type:
Job Sector:
Customer Service
£22,000 to £24,000 per annum
Salary Description:
Great benefits
CCA Recruitment Group
Job Ref:

Role: Customer Service Advisor

Salary: �22,000.00 + benefits + bonus

Hours: 40 hours per week, Mon-Sat between 9am-5.30pm (rota)

CCA Recruitment are delighted to be partnering with this utilities provider in Colindale to deliver recruitment for their contact centre. Working from their state of the art contact centre in Colindale they offer fantastic career opportunities.

Do you have great listening skills and attention to detail?

Are you able to engage, build rapport and gain trust?

Can you problem solve to give a customer the best experience possible?

As a Customer Service Advisor you will be the first point of contact for any residents with any questions or issues within their accounts. To ensures that customers receive a timely and positive response to their call, achieving performance targets and high rates of satisfaction. On occasion customers may be vulnerable or stressed and as a Customer Service Advisor your goal must be to do everything possible to ensure a positive customer experience.

The Customer Service Advisor role offers fantastic career development opportunities for employees who want to learn and progress within tthe business.

Duties will include:

* To act as the first point of contact, providing initial advice and information and resolving directly by; telephone, email, web, and other social media channels
* Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
* To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query
* To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests
* To capture and update relevant customer information
* To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Centre key performance indicators, customer satisfaction and first contact resolution targets
* To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
* To act as positive role model for other staff members, and convey the company standards and values at all times
* To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience

Contact Details:
CCA Recruitment Group
Tel: 0161 871 8500
Contact: Ann Kenneally

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