Senior Customer Service Advisor

Job Description

Are you looking to become part of an innovative and market leading organisation that looks after some of the biggest brands in the UKAre you an experienced Customer Service professional looking to build a career with a well-established company, or are you looking for that first step into an office roleWe are looking for special people to join us and bring an innovative spark with them. We solve problems and overcome challenges for a living here, so positive energy flows through our veins.We have a fantastic opportunity for a Senior Customer Service Advisor to join us in our Farnborough Contact Centre. Reporting to the Call Centre Manager, the role of the Customer Service Senior Advisor is to act as a coach to new employees, undertake varioustasks which consists of emails responses, correspondence, escalation phone calls, customer complaint resolution either on the phone or in writing. Key responsibilities:

• Undertake all aspects of administrative work competently ensuring service levels are met. Ensure Contact Centre Supervisor is made aware of any Client/Company work that is outstanding or unlikely to be completed within Service Level Agreement.
• Resolving customer questions/enquiries/complaints to a satisfactory standard. Depending on the nature of the query, response will be by email, letter or telephone.
• To act as a coach to new members of the team, answering queries and acting as a first point of contact.
• Act as a role model by following company and client procedures.
• Deputise for the contact centre supervisors at various times of the day/evening and weekends, including open/lock the building.
• To use various Client/Company software competently.
• To ensure the output of work is of good quality, and customer focused.
• To maintain service levels, you will be required to take calls during busy call centre periods.
• Customer service staff will be expected to work a variable rota, which may include Bank Holidays.

We would welcome applications with the following skills; Customer Service, Advisors, Call Centre, Phone, Admin, Office, Administration, Telephony, Communication, Contact Centre, Inbound. Benefits

• Enhanced Annual Leave entitlement; starting at 31 days (including public holidays), increasing up to 36 days with long service
• VIP Discounts on select clients products and services.
• Access to our prestige Benefits and Rewards Portal; including discounts on High-street shopping, days out, entertainment and food & drink, including popular brands such as Apple, Samsung, and Buyagift.
• Long Service Rewards; both financial and leave based.
• Health Cash Plan; in which you can get money back on health treatments such as prescriptions, eye care, dental, and more.
• Life Assurance Scheme; A scheme that may provide a lump-sum payment should you die whilst employed by the company.
• Career Development Opportunities; through E-Learning, Management Development Programmes, and Apprenticeships in which you can gain professional qualifications during working time at no cost to yourself.
• Access to a well-established Employee Assistance Programme provider; who provides support to our people and their families in areas such as their health and wellbeing.

And other excellent benefits youd expect from a market leader. Essential Skills

• Excellent verbal and written skills.
• Good people and interpersonal skills.
• Maintain calmness under pressure.
• Undertake tasks with speed and accuracy.
• Ability to prioritise work.
• Work as part of the team to ensure work is completed.
• Have a can do attitude.
• Minimum of 1 years experience in a customer service-based role.
• Due to the precise requirement of certain duties within this role, attention to detail and strong administrative background is required for this role.

Desirable Skills

• Previous experience of working within a contact centre is desired, but not essential for the role.

About Company Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billionitems annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.Due to the nature of our business, this role may be subject to a basic DBS check.

Keyskills :
AdminCall CentreCommunicationContact CentreCustomer ServiceTelephonyAdministrationInboundOfficePhoneAdvisors