Customer Service Advisor
12 month contract
Rate of pay £12.00 per hour
Hours: Monday - Friday 08.30 - 17.00 with a 1 hour lunch break
Start date: 16th September 2024 - No annual leave for the first 6 weeks to carry out full training
Full-time, on-site
Purpose of role: Customer Service Advisor
To deliver an excellent service to all customers as an 'information and administration provider' providing the highest level of customer satisfaction to ensure customer loyalty. Ensure all customer queries are responded to and actioned ensuring customers are fully informed and have been guided through their finance contract.
Responsibilities: Customer Service Advisor
- Respond efficiently and professionally to incoming emails and calls, to provide a single point of resolution for customers and internal colleagues.
- Responding to queries within the agreed time scales, investigating the queries on the various IT systems used throughout the Company.
- Record all queries and action points on the relevant department customer contact system.
- Carry out necessary contract administration within service level agreement, ensuring adherence to task specific procedure and process.
- Perform other ad-hoc tasks that may be deemed necessary, assigned by either direct manager or other Stakeholders reasonable to the job holder's role, skill abilities and experience.
- Prioritise and organise workload to ensure completed within service level agreement.
- Taking ownership and working within guidelines to resolve customers' and other departments queries on specific contractual matters, including the provision of settlement figures and general account enquiries, with responses verbally, electronically and written as appropriate.
- Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.
- Ensure company standard of communication with customers (internal and external) reached on all calls, emails, live chats, text chats and correspondence adhering to targets.
- Being proactive in supporting the team in identifying new processes and department improvements.
- To play an active part in creating a customer centric culture.
- Be an active member across all customer operations area, assisting our 'In Life' customer journey.
Skills / Knowledge / Experience: Customer Service Advisor
- GCSE or equivalent English Language and Mathematics is preferable.
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- Previous customer service experience, preferably within the finance industry.
- Effective telephone and negotiation skills in both written and verbal.
- Excellent administrative skills.
- Keen eye for accuracy and attention to detail.
- Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
- Demonstrate ability to learn and employ finance and credit-control knowledge.
- Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.
- Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames.
Response Personnel are an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial and Technical sectors.
For information on other roles we have available please call for further details.