Customer Services Advisor

2 months ago

Blackpool, United Kingdom Federation of Small Businesses Full time

The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. Since 1974, we've supported people to start, run and grow their own business. With market-leading benefits, local support, financial expertise, networking events and more, we provide our members with all the tools they need to succeed in business. We’re also the UK’s leading business campaigner, focused on delivering change on issues that matter most. With teams across the UK, we work with governments and decision-makers to make real change happen.

We are searching for a polite, professional Customer Service Advisor to work within our existing Customer Service Team. You will provide outstanding service to our members by answering questions and providing expert guidance on our range of products and services. A day will usually consist of inbound calls, outbound calls, online chat and emails, all interactions will create a positive experience for the member. You will listen to members in order to understand their needs, address all their questions and queries, and then provide accurate and efficient responses.

What will you do?

  • Handling inbound and making outbound calls and emails from members to respond to their needs, queries, or other issues with products or services.
  • Responding efficiently and accurately to queries, identifying and explaining possible solutions, and ensuring that members feel supported and valued.
  • Engaging in proactive Customer Service, using active listening whilst confirming or clarifying information.
  • Providing excellent Customer Service to all Members / prospects in line with the agreed KPIs and quality standards.
  • Working with Customer Service Advisor team members and other departments to ensure, where possible, a first-time resolution.
  • Keeping up to date with FSB news, wider industry activity and our products and services in order to provide relevant information to members.
  • Using software, scripts, databases and tools effectively resolve queries and enhance the member experience.
  • Engage in training and other learning opportunities to improve knowledge and service delivery.
  • Contribute to a strong culture of learning and feedback.

Essential Skills

  • Great verbal and written communication skills
  • Excellent timekeeping and self-management
  • Ability to multitask whilst maintaining the highest levels of service and quality
  • Previous telephone experience
  • Ability to remain calm whilst dealing with challenging situations
  • Polite, reliable and friendly manner
  • Extremely conscientious
  • Proven experience of customer service delivery
  • Computer literate, in particular Microsoft products & databases
  • Experience of working with data and an awareness of GDPR
  • Problem solving skills including objection handling and empathy

FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work life balance is important, so our working hours don’t include weekend or evening work. We provide you with all the tools, skills and support to help our members every day, and help you develop your skills through teamwork and relationship building. We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.

In addition to a fulfilling career with FSB, you’ll also benefit from:

  • 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot*
  • Annual Flex Pot* to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
  • Health cash plan* (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
  • Critical illness and income protection insurance*
  • Enhanced Maternity and Paternity Pay
  • Access to an employee assistance programme and mental health first aiders
  • Group Personal Pension (GPP)

*Applicable on completion of probationary period and subject to terms

Additional Information

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

As an equal opportunities employer, FSB is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We believe there is a strong case for the Equality, Diversity and Inclusion agenda and aspire to have a diverse and inclusive workplace, where all employees can bring their whole self to work. We strongly encourage suitably qualified applicants from a range of backgrounds to apply and join FSB. Candidates with a disability who require reasonable adjustments should contact the HR department.

Applicants are advised to apply early. We reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.

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