My client is looking for an enthusiastic and experienced individual who can provide first-line customer service support to all customers via telephone and email communication as well as administration support to all departments within the organisation. The role predominantly includes handling inbound telephone and email enquiries from our external customers.
Requirements of the Role:
- Experience in customer service environment;
- Is well organised, plans ahead and maintains accurate and comprehensive records; manages own time effectively;
- Participates fully in team activities, supports and respects colleagues; shares information and resources;
- Understands and respects customers;
- Takes personal responsibility for addressing customer needs through the delivery of high-quality customer service.
Duties and Responsibilities:
- To provide an efficient and effective service to customers through telephone and email communication, understanding their needs and requirements, working to exceed these wherever possible;
- To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working;
- Listens to customer requirements and responds in a way appropriate to meet the needs of the customer;
- Deliver customer service in line with 'best practice'. Ensure compliance to relevant policies;
- Provide point of contact for customer enquiries, dealing with these through to a successful outcome;
- To work flexibly and to schedule within a busy department;
- To provide a range of data administration and support as requested;
- To be able to work as part of a team and independently;
- To be fully conversant within the computer system being used by the company at any time;
- Building and maintaining relationships with new and existing customers;
- Maintains a friendly and helpful attitude to customers, potential customers and colleagues ensuring the Company is always presented in a positive manner;
- Ensure the Company's internal and external customer care and equal opportunity policies are adhered to;
- Promote a professional image at all times.
Personal Qualities and Specific Skills:
- Good interpersonal and customer focused skills, able to empathise, maintain professionalism, display patience and politeness within a sometimes pressurised environment;
- A conscientious, flexible and 'can do' working style;
- Good oral and written communication skills. Ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other departments;
- Confidentiality and discretion and an awareness of the Data Protection Act;
- Confidence to deal with difficult situations or customers and know when appropriate to seek guidance from a Line Manager;
- Good team working skills and ability to work with minimal supervision;
- Knowledge of Microsoft Office;
- Ability to problem solve.
Benefits
- Time a half for Saturdays and any Bank Holidays worked
- Working 9am - 6pm Monday, Tuesday, Wednesday, Thursday, and Saturday
- 20 days holiday + Bank Holidays
- Office based (no hybrid or homeworking)
- 3 months probationary period
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