Customer Experience Advisor

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    4 weeks ago
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My client, a well established organisation, is looking for a Customer Service Advisor based in LE7.

Immediate Starter, start as early as Monday 28th October 2019
Working hours – Monday to Friday (8am to 6pm )
Salary – £18,500 (Rising to £19,500 within 1 year)
Bonus – Bonus and Commission Structure – Up to £150 per month
Overtime – Payable at x 1.5
Great development opportunities available

Purpose of Position:

To provide a market leading service to both our commercial and domestic customers via the phone and email. To take high volume inbound calls and to manage outbound campaigns during quieter periods, identify opportunities to add value to the customer journey, through service delivery and promoting additional service options to our customers, ie. direct debits, on line accounts, paperless billing.

Key Accountabilities:

• To work towards annual objectives, for KPI’s to include talk time, wrap time, call answer rate and Quality monitoring
• To receive incoming general customer enquiries and orders
• Deal with customer pricing and account issues, to achieve commercial benefit for the company and complete customer satisfaction
• Own and resolve complex customer queries accurately and efficiently across multiple services
• To actively make outbound telephone calls to existing / lost customers, for none taken, asset retrieval and overdue debt collection for Domestic Customers
• Calculating and discussing the benefits of Direct Debit use for domestic customers, and verbal set up of this facility with associated administration
• Direct Debit payment reviews
• Referral to the credit control department for aged debt management
• Prepare communications to customers (e.g. letters / emails)
• Update appropriate systems (e.g. CODAS), to capture relevant information and maintaining accurate records
• Contribute to specific projects and initiatives to improve systems or processes, that will help deliver a better customer experience

Qualifications / Experience Required:

• Experience in a high pressure customer-facing environment
• Experience of working in a call centre environment, receiving a high volume of calls
• PC literate in MS Office and familiar with customer management systems (e.g. CODAS), and able to use Excel and Word

Skills Required:

• Excellent communication skills both verbal and written
• A responsible attitude and leads by example
• Ability to work effectively within a team
• Is customer-focused, wants to please customers, above and beyond the call of duty
• A positive outlook with the ability to motivate others
• Good ”people skills” for building relationships with colleagues at all levels
• The ability to plan and prioritise your own work
• Ability to multitask
• Excellent time management
• Integrity and trustworthy when dealing with customers and colleagues
• Has empathy for the customer’s situation
• Able to negotiate and use influencing skills in difficult situations
• Excellent questioning skills
• Takes ownership for resolving issues and seeks assistance when needed
• Works accurately with attention to detail
• Works in the best interest of both customer and company
• Flexible approach to working overtime as required

Key competencies:

• Customer focus
• Team working
• Continuous Improvement
• Developing self
• Achievement drive

Disclaimer - FRS strives to be an equal opportunities employer and is committed to treating all applicants alike. FRS does not treat any individual on grounds of sex, age, colour, marital status, race, nationality or ethnic or national origin, religion, sexual orientation, disability or membership or non-membership of a trade union, less favourably than others. All vacancies advertised are open to all ages.