Customer Care Advisor

2 weeks ago

Liverpool, Liverpool, United Kingdom Appreciate Group plc Full time

Who are we?
Our company has been around for more than 50 years and is going through some exciting changes. We are looking for a new team member to help play a part in building our future vision.

We would love you to be part of our journey as we continue to make Appreciate Group a great place to work.

As a disability confident committed company, we have a passion for advancing equality.

We welcome all colleagues into a work environment where success is attainable for everyone, regardless of disability, age, race, religion, gender identity, or sexual orientation.

We are committed to ensuring that everyone has equal access to growth and opportunities in our workplace.


If you love people and want to belong to a team that champions respect, collaboration, empathy and dynamism then Appreciate Group is somewhere you will thrive.


About the Role

Is this you?


We are looking for a Customer Care Advisor who will be responsible for delivering an outstanding customer experience in every customer interaction ensuring customers' requirements are met and surpassed whilst ensuring compliance to all policies, processes and regulations.


Principal Accountabilities/Main Responsibilities

Operational Accountabilities

  • Work closely with your Line Manager to deliver high standards of service
  • Support team members through achieving constantly high standards of attendance and punctuality
  • Provide help and assistance in resolving customer issues 'first time most of the time'
  • Act as an ambassador of the business when dealing with internal and external customers
  • Make suggestions and notify the correct departments of any concerns that could impact customers
  • Regularly review, identify and address inefficiencies with processes, procedures and customer touchpoints
  • Work as a member of a team and in doing so ensure individual/team workload is completed within set deadlines
  • Put customers and their interests at the heart of all you do ensuring quality, timeliness and an excellent customer experience fully recognising the importance of meaningful customer relationships
  • Accurately maintain and manage accounts ensuring customer records are up to date with relevant outcomes and actions
  • Problem solve and in doing so raise areas of concern with your line manager
  • Where complaints are received and/or errors found, ensure these are promptly resolved and reconciled
  • Participate in team based continuous improvement activity with the customer at the heart of all thinking
  • Collate feedback and be the voice of the customer supporting other areas of the business with user acceptance and customer experience testing
  • Accept change in a positive manner
  • Complete daily/weekly/monthly reports issued by your line manager

Team and Culture

  • Role model inclusive behaviour at all times
  • Work closely with the following areas: Card Services, Buying, Production, Finance, IT, HSV fulfilment & Marketing

Risk Management

  • Embrace the company's risk culture by holding yourself accountable for managing day to day risk
  • Follow and embed agreed risk and compliance policies and procedures
  • Embrace a positive, healthy and safe work environment in accordance with all appropriate legislation and regulations
  • Maintain full understanding of GDPR and its relevance to your role complying with Group Policy
  • Maintain full understanding of fraud processes and procedures alerting your line manager to suspicious activity/fraud in a timely manner
  • Adhere to Group IT Security Policy
  • Undertake appropriate questioning when interacting with customers where account activity is unusual or cannot be reasonably explained
  • Escalate the adequacy and effectiveness of the departments fraud processes and procedures
  • Comply with PCIDSS regulations ensuring customer card data is processed securely
  • You have knowledge of FCA regulations
  • You are a strong communicator
  • You are customer focused
  • You have a proven experience within a demanding customer service role
  • You are a problem solver
  • You have attention to detail
  • You are competent in the use of Microsoft Office (Word, Excel, Outlook)
  • You are a team player

Desierable

  • You have business knowledge
  • You have working knowledge of business systems
  • You have appreciation of internal relationships
  • You have experience handling customer queries via Social Media

What can you expect?
As well as fabulous colleagues, amazing office space and engaging work, there are loads of additional benefits we offer right now:

  • 25 days' holiday per year, plus bank holidays
  • Company sick pay from day
  • Company pension scheme
  • UK health care cover
  • Staff Everyday Benefits card offering discounts with multiple retailers
  • Corporate travel scheme with Merseyrail, Northern rail, Arriva & Transport for Wales
  • Fabulous kitchen space which offers free tea and coffee
  • Faith room open to all denominations along with dedicated kitchen space for Halal and Kosher food preparation

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