Customer Service Advisor - Contact Centre

Job Type:
Job Sector:
Customer Service
West Midlands
Salary Description:
Up to £23,400 per annum
Job Ref:

Customer Service Advisor – 12-month FTC Lichfield £23,400 Our client, a leading communications expert, is looking to recruit a professional and driven Customer Service Advisor  The Customer Service Advisor acts as the initial point of escalation for the Service Desk team by providing the initial response to customer issues notified to them by the team. You will work with the Service Desk Manager to ensure the team are working effectively and to assist with the performance management of the team. The Customer Service Advisor will work over a 6-week shift pattern and have a buddy they work alongside, one employee will work nights, the other days, and then swap. The successful candidate would also be required to be on standby if necessary, to suit the businesses needs. Responsibilities: · To take ownership of managing the day to day running of the tasks and open calls, ensuring customers are kept informed at all times on the progress of incidents through to resolution. To monitor and follow local work instructions of Managed Customers’ Networks. · To deliver the end to end process when working OOH shifts. During these OOH shifts there is a requirement to monitor Managed Customers’ networks · To provide industry leading customer service to achieve high levels of customer satisfaction · To perform a 1st tier trouble shooting role to aid TAC in diagnosing customer issues faster. · Manage incidents, service requests and changes in accordance with agreed policy and procedures to agreed customer service levels · To effectively communicate with the customer, during the lifecycle of a fault/ incident Communicate both proactively and reactively with all users, technical resolving teams and 3rd parties · Ensure all Incidents and Service Request logged and resolved contain good quality information within them to allow effective management and reporting · To work in partnership with regional engineers and to control the resource within the defined geographical boundaries of the region in relation to the priority and urgency of service requests · To co-ordinate the part ordering process, and to help deliver the resolution of technical issues in order to meet customer requirements · Carry out any agreed escalation of incidents not progressing in line with agreed Service Levels that cannot be resolved by the Service Desk and monitor their progress ensuring feedback to the customer · Produce ad-hoc reports or queries when required, customer reports and customer chargeable information as directed by the Service Desk Manager or Service Desk Senior Analyst · To perform 1st Tier trouble shooting to aid TAC in resolving customer issues faster · To be the first point of escalation within the team for any issues escalated to them · To work with the Service Desk Manager to assist in the performance management of the team to ensure team effectiveness Essential Requirements: · Experience of working in a similar role within a fast-paced Service Centre / Helpdesk environment · A genuine desire to deliver a first-class service · Practical experience of Service Desk and Incident Management · Good ITIL understanding and ISO/IEC20000 preferable. · Sufficient technical knowledge to ensure accurate call details can be taken and the call either resolved or routed to the appropriate support group with the minimum of delay At Inplace Recruitment we believe it is people that make the business succeed, the right people, expertly placed in the correct positions. We offer a thorough, professional service that is evidenced by our placement success rate. Due to the response to this position, please assume that you have been unsuccessful if you have not heard back from us within 7 days of your submitted application.

Contact Details:
Tel: not in use
Contact: Kris Clare

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