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Customer Training Support Advisor

1 month ago

Liphook Hampshire, United Kingdom Rocksteady Music School Full time €23,000

Role: Customer Service Advisor
If you start before this date, the starting salary will be at the current rate of £22,260 pa, until 1st October 2024, when the pay increase takes effect.
Location: This is an office role based in our Central Support Office in Liphook
Working Hours: Full-time position; various shifts between 8.Our Customer Service Advisor is our first point of contact, for new and existing customers and always puts the customer at the heart. With excellent product knowledge, providing help and support by actively listening, demonstrating empathy and being solutions focused. Responsible for delivering service excellence, every time, as measured through our C-Sat framework.
Deliver efficient and effective, quality customer service through multiple channels i.e., phone (inbound and outbound), email, chat and social media.
• Have a positive approach to work, being agile, and able to thrive in a busy, fast paced environment.
• Maintain a high level of knowledge about our products and services and be able to inform and educate customers of the benefits of being with Rocksteady.
• Manage, investigate, and resolve customer complaints, where necessary.
• Achieve monthly SLAs/KPIs, on quality, C-Sat, productivity and first time resolution, proactively highlighting any additional training needs and taking onboard any feedback given through quality assessments.
Your training will include:
• A full induction training programme that will get you up and running in the job quickly.
• How to engage in good quality conversations with customers and resolve their queries effectively.
• How to work with the internal systems and record information accurately to provide excellent customer service.
• Ongoing development plan to ensure you are confident, learn and develop and excel in your role.
Computer literate and previous experience managing customer interactions through omni channels i.e., calls, emails, chat, social. (Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
• Exceptional telephone manner.
• 25 days holiday plus bank holidays
Annual staff bonus
Work in our office which is a beautiful, converted manor house in rural Hampshire with vast grounds complete with its own lake and orchard.
Free onsite parking
Personal development opportunities
Benefits package including discounts on everyday purchases, free 24/7 GP service and more.
Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. You can find out more about our policy on recruitment of ex-offenders here.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children's barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
To find out more about Rocksteady, check out our website
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Job Type: Full-time