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We are pleased to be supporting our Horley based client who are currently seeking a Customer Support Analyst to join their growing team on a 12 month fixed term contract. This is a fantastic opportunity for someone with strong customer service experience and proficiency in Excel, as you'll be diving into data and spreadsheets regularly. Contract term: 12 months FTC Salary: £22,000 to £24,000 depending on experience Hours: 35 hours per week, Monday to Friday, 9am-5pm Location: Horley Office, with hybrid option available after training (2 days in the office as a minimum) Benefits Include:Pension scheme, increasing holiday with length of service (start at 20 days rising to 25 days), Holiday EXTRA - purchase up to 5 days extra holiday per year, Employee Assistance programmes - health/legal/counselling, award bonus, Simply Health, Season Ticket Loans, Company social activities inc. Summer BBQ, Festive lunch and much more! Interested? Here's more ... As a Customer Support Analyst, you'll play a pivotal role in ensuring the business platform users receive top-tier assistance. You'll be part of a dynamic team, offering technical support and maintaining a reputation for excellent service. Your Responsibilities: Dive deep into our products to become an expert user of our bespoke platforms. Manage the onboarding process for users, ensuring a smooth experience from start to finish. Provide ongoing support and handle user queries, escalating when necessary. Offer training and assistance to help users navigate reports and settings. Continuously identify opportunities for service improvement based on customer feedback. Efficiently manage utility logs and mailbox communications. Analyse monitoring statistics to drive insights and improvements. Required Competencies/Skills: The successful candidate will come with exceptional capabilities of delivering a top-tier, hands-on and positive experiences to their customer base with the ability to present information clearly and with an engaging tone. You will have the ability to spin many plates, be highly organised and manage a high volume of customer support. Our client is open to experience gained, however you must be able to present the ability to offer a first class customer service, along with the want to learn. The role will require you to analyse data and use many an Excel spreadsheet therefore they are looking for an individual who possess the ability to view spreadsheets and graphs and have a sharp numerical aptitude. This is a fantastic opportunity for someone who is keen to do a good days work, whilst working for a leading provider within the utilities Sector. A business renowned for growth and development, as well as amazing training, opportunities within may be available to the successful individual covering this period of leave. APPLY NOW! For your information: Interested? Please send your CV in as a Word format only Please only apply if you are already eligible to work in the UK (indefinitely & without sponsorship) Not for you but you know someone suitable? Take advantage of the YourRecruit paid referral fee Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation. To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website for information on common scams and to get free, expert advice for a safer job search.
POSITION KEY RESPONSIBILITIES Build strong working relationships with your key accounts to ensure we are offering a high level of customer support whilst working closely within the team & find ways to continue to improve our Customer Experience. Process customer orders in accordance with the customer's delivery requirements and agreed pricing onto the system & action all customer correspondents in line with the targets set. Ensure appropriate document achieved to set up new customer accounts in conjunction with finance. Taking daily calls & emails and ensuring cases are logged in Salesforce to help collate data to find ways of improving our all-round Customer Experience. Completing daily KPI log to help gather data which will support CX improvement plan. Understanding of both SAP & Salesforce in order to be able to respond to all customer enquiries & complaints. Build sustainable relationships of trust with all internal and external customers through open and interactive communication channels. Work in a well-organized, consistent way in the department so that colleagues can easily see what work is completed and what may be work in progress at any time. Provide and update any bespoke customer working instructions to ensure team can support your customer groups in your absence or support during busy times. Resolve product or service problems by clarifying the customer's complaint, determining the root cause then selecting and explaining the best solution to solve the complaint. Executing correction action and follow up to ensure resolution. Be intuitive, make use of resources available to problem solve and identify improvements. Provide requested data or feedback to wider business as required to help improve Customer Experience. Monthly & Quarterly presentation demonstrating progress based on individual & Team KPI's & Objectives. Management of JG website enquiries, forwarding via email to appropriate departments, countries etc General filing of information. RWC - Arranging and management of carriage to overseas customers including required paperwork for customs compliance etc. Adhere to the requirements of the Quality Management system. Comply with all current work instructions & mandatory training required within the organisation. Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.