Customer Service Advisor

3 weeks ago

Slough, United Kingdom Arvato Ltd Full time
Hybrid Customer Service Advisor Role

The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
Start Date: 22nd July
Full availability to attend on site training 22nd July - 23rd August required
Salary: £26,759
Location: Datchet SL3 9LL/ Hybrid once training complete
About us
We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.
We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.
We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.
Future shapers. Experience makers.
The Role
Right now, we’re looking for our next future shapers and experience makers to join our Contact Centre team in a hybrid role based at our Datchet location.
As a Customer Service Advisor, you’ll make a vital contribution to your team’s success by delivering amazing customer service for one of the exciting brands we represent. Whether it’s resolving queries by telephone, letter, email or online, you’ll have all the answers our customers’ need, however complex. And, when necessary, you’ll be ready and willing to go the extra mile to get the job done. In short, you’ll use your flair for helping others to put those who matter most at the centre of your day.
This role is not just a ‘job,’ it’s the start of a journey to develop a career in customer service.
Experience:
Experience of communicating with a high volume of customers to deliver an outstanding service, ideally in a contact centre using a variety of channels.
Proven experience of working within a FCA/ Financial Services regulated environment is preferred, however a customer service background will be considered as full training will be provided.
Experience of organising and co-ordinating tasks; in a high volume, highly detailed, deadline-oriented environment.
Flexible in working hours, to meet the needs of the organisation.
Minimum of 5 GCSEs grades A-C including Maths and English language.
Demonstrated ability to work in a dynamic and fast paced environment while ensuring a high level of Customer Service is delivered to both external and internal Customers; appreciating the importance to the Customers of their vehicle
Primary Accountabilities and Deliverables:
To work as part of a team delivering a best-in-class customer experience and “right first time” transaction processing and administration.
Provide extensive and in-depth Product and Service knowledge, acting as a brand ambassador with the utmost integrity to guide, advise and nurture the customer and building a comprehensive understanding of their requirements.
Respond and resolve customer queries regarding financial settlements and contract terminations. Provide guidance and explain options within the frameworks of a regulated environment, guiding the customer through the journey and skilfully retaining customers through positive relationship building and nurturing.
Managing the end-to-end customer journey in relation to material changes to their finance agreements, liaising with all parties concerned to conclusion.
Managing sensitive customer scenarios by taking ownership of the end-to-end customer journey with empathy, integrity, and transparency.
Demonstrate strong dispute and objection-handling skills, exploring various options to resolve customer queries whilst securing desired customer outcomes.
Take ownership of customers concerns and act as a primary contact, providing name and telephone extension to help build confidence.
Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
Actively create trust with the customer, demonstrating an open and honest approach.
Ensuring ownership is taken and promises made are delivered against.
To provide premium levels of customer skills and ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times.
Follow internal policies and processes to ensure that any administration tasks are completed appropriately.
In return, we’ll offer you:
28 days holiday (including 3 public/bank holidays) plus the opportunity to purchase additional days off
Excellent on the job training and on-going core skills development
Life assurance and access to a company pension scheme (after qualifying period)
Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
An employee assistance programme to ensure your wellbeing
Monthly employee-voted awards to recognise your achievements
Unique career opportunities within this client partnership
Still like what you see? If want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today
Financial Checks will be undertaken on all successful candidates. Any CCJ’s, bankruptcies or IVA’s must be declared at interview stage and proof that payment plans are in place will be required
You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
You must be based in the UK
You will need a quiet and comfortable ergonomic workstation when working remotely
Full availability during training required, this will be fully site -based in Datchet and will be Monday to Friday 9-6 for the first 4 weeks
Once training complete you will be required to be in the office 1-2 times a week
The shift pattern will be 40 hours per week, as follows:
Weeks 1 and 2 will be 9am -6pm
Week 3 will be 40 hours still but hours as follows - 4 days of 9am-7pm, Sat 9am-1pm + one day off in the week
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.

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