Colleague Support Advisor

Job Description

Colleague Support Advisor£20,494 5/7 days, 37.5 hours per week to include a weekend Rota. When working on the weekend, you will get a day off in the week. We are currently recruiting a talented and results driven Colleague Support Advisor to join our busy contact centre team.Job Purpose:Responsible for virtual monitoring and coaching of new starters and existing colleagues by providing an immediate response to requests for support with customer and system queries.The Role

• One of a team of Support Buddies across the UK, deployed in our contact centres, reporting to a Team Manager
• Provide immediate response and support to remote Advisors who require advice and guidance to resolve a customer or process query via MS Teams
• Monitor and check in on the progress of remote new starters post initial New Starter Training
• To discuss ongoing training or coaching requirements for individuals with Senior Advisor and/or Team Manager
• Supports and identifies opportunities to improve training programmes
• Focused on delivering an exceptional customer experience
• To maintain knowledge and keep up to date with core role of either CSA / ITS
• The role will be a mixture of advising colleagues to resolve queries as well as being an active Advisor as set out in schedule
• KPIs, aligned to our business objectives, incorporating sales, service, quality, CSAT

• As a Colleague Support Advisor your effectiveness will directly impact the perception our customers hold of our Company, via your support and assistance to front line colleagues.

• A set of company core values and behaviour skills form a framework for how we do business, you will be required to lead by example.
• Promote working together as one team with our Contact Centre Teams
• Identify repeat requests for support in order to refer any coaching and development needs at individual level to relevant Team Managers

Principal accountabilities:Works across teams within the contact Centre to provide effective buddy support to new and existing colleagues 70% of time

• Provide immediate response and support to remote Advisors who require advice and guidance to resolve a customer or process query via MS Teams
• Identify repeat requests for support in order to refer any coaching and development needs at individual level to relevant Senior Advisors and Team Managers
• Actively promotes and coaches our key sales and service principles, practices and processes
• Delivers coaching support as requested by Advisors providing advice on both technical skills and Contact Centre processes
• Supports the implementation of new processes and procedures within contact centre teams
• Makes recommendations to SSE team when identifies repeat coaching issues so current training can be reviewed or enhanced
• Supports own development and use of eLearning programmes acting as a local point of contact for assistance and support

Actively maintains and develops own knowledge and best practices of customer contact experience 30% of time

• Performs core role as relevant as either CSA or ITS Advisor as per job profile
• Proactively communicates any escalations and business failures in line with escalation process and root cause analysis process
• KPIs, aligned to our business objectives, incorporating sales, service, quality, CSAT

Required skills and competencies:

• In depth knowledge of Brakes systems, Care and Sales processes
• Previous Contact Centre operational experience essential
• Excellent communication skills, both verbal and written
• Confident working 1:1 and in groups
• Proven coaching experience in a Contact Centre environment is desirable
• Proactive and self-motivated work style with proven ability to manage multiple priorities
• Ability to identify development needs & trends
• Ability to build rapport and relationships quickly and effectively
• Excellent planning and organisational skills
• Ability to lead by example and act as a role model in customer contact practices
• Team player with a confident and positive approach
• Excellent listening and influencing skills
• Ability to work collaboratively across both sales & service teams in the contact centre

Key relationships

• Customers
• Advisors
• Senior Advisors
• Team Managers
• SSE Team

What youll get:

• A competitive salary
• Huge discount on all sorts of lovely food and award-winning products
• Generous holiday allowance, with option to purchase more
• Recognition awards and Incentives
• Pension
• Real career opportunities - being part of Sysco, the worlds leading foodservice business, opens up a world of possibility
• And much more.

Theres a lot on offer, so what are you waiting forFEED YOUR AMBITION. DELIVER YOUR FUTURE