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Customer Support Advisor
3 months ago
Job Purpose
To provide transactional administration support to resolve customer queries through the Customer Service Management Centre across the range of channels we offer, to agreed targets and service levels.
Customer support queries should be answered right first time, making every effort to ensure the right outcome is achieved in a polite, effective way by utilising relevant information held in our systems and knowledge management system.
Ensure that data is held centrally for full transparency and that suitable contract arrangements are in place for the continued management all compliance elements within your defined areas.
Key Accountabilities:
To take responsibility to deliver the right outcome for our customers in a safe and timely way.
Deliver transactional administration support resolution to prevent handoff of customer queries elsewhere in the business in line with targets and service levels.
Highlight and respond to all enquires, making sure customersreceive a prompt response and are kept informed of progress.
Ability to problem solve to effectively manage all customer contacts within your team with acan-do approach displaying excellent customer care.
Ensure all customer interactions, written and verbal, are clear, display the appropriate levelsof empathy and are delivered in a way that aligns with Sovereign's tone-of-voice.
Aligning the service provided to the quality and data protection guidelines.
Respond to all written points of contact in adherence to the quality and literacy standards andguidelines.
Ensure accurate input of relevant data (notes, actions, agreed plans with customers) intorelevant systems to build greater view of customer interactions.
Salary:
£11.92 per hour
Work Location:
In person
