Customer Service Advisor

3 months ago

Cheltenham, United Kingdom HR Star Full time

**Customer Service Advisor**

**Salary Range and CPF Banding**:£23,100 - £23,625 per annum

**Terms/Hours**:Full-Time, 12 month FTC/Perm

**Location**:Office, Hybrid

**Purpose of Role**:
You will be an ambassador of high standards of customer service with the single aim of working to first contact resolution response.

**Key responsibilities**:

- Performing administrative tasks associated to the role
- Providing supportive and comprehensive service information, and guidance, to customers
- Building a rapport with customers
- Responding to customer complaints
- Deliver high standards of customer service
- Updating customer records
- Following policies and procedures, and adhering to GDPR requirements
- Supporting the wider team to respond to ever changing priorities and workloads
- Supporting with training new starters and colleagues within the business

**Skills required**:

- Excellent interpersonal, verbal and written communication skills, including a very good telephone manner
- Proven experience in customer service
- Able and experienced working in a fast-paced environment
- Is patient, caring and positive with our customers
- An enthusiastic, positive, and reliable member of the team with an open-minded attitude
- An organised and proactive person who is self-motivated and able to take ownership of their personal development
- Target driven - working to KPI’s
- Able to multi-task between different tasks (e.g. phone calls / messages)
- Competent working with multiple IT systems simultaneously
- Excellent attention to detail
- Work effectively as part of a team

**Person specification**:

- Team player
- Excellent communicator
- Dedicated to delivering a high standard of customer service
- A supportive and co-operative team member
- Passionate about customer service
- Strives for continuous improvement
- Solutions-driven
- Takes responsibility for their own and the wider team’s workload, ensuring SLAs are achieved
- Always demonstrates respect for others
- Comfortable with a fast-paced environment
- Embraces change and progress
- Uses feedback as a positive tool for change
- Has a passion for education and/or international mobility
- Open and quick to learn to learn multiple IT systems

**Education and Qualifications**:

- Degree educated (desirable)
- Minimum of Level 3 qualification - eg. A Level, Level 3 NVQ, Level 3 National Diploma - including GCSE English and Maths
- Demonstratable experience in a fast-paced customer service environment - preferably handling telephone calls and administration in a similar environment

**Employee Benefits**
- 25 days annual leave plus bank holidays, as well as an additional day off given between Christmas and New Year
- Company Pension scheme (the Company will match employee contributions up to a maximum of 6% of basic salary in the first year. Then the scheme becomes non-contributory with employer contributions of 10% leading to 20% based on years’ service)
- Life assurance of 3 x basic salary for members of the pension scheme
- Bupa Private Health Care Scheme with employee contribution
- Enhanced maternity pay with years of service.
- Employee Assistance Programme
- Annual discretionary performance-related bonus scheme (Pro-rata for part-time employees)
- Cycle to Work Scheme
- Swapping of 3 bank holidays (Good Friday, Early May Bank Holiday, August Bank Holiday) to be taken on a cultural or religious date of significance
- Extra day of annual leave with 5 years’ service (pro-rata for part-time workers)
- Employee Ownership Trust: o As an Employee Ownership Trust, we do things a little differently from some other organisations. Every one of our employees has a voice and our people are highly motivated and committed. Our structure allows for our combined success as an organisation to be shared equitably across the Company. The trust is indirect, meaning that eligible employees are not shareholders directly, however they are held ‘in-trust’ by the Trust’s Board of

**Please note**:All applicants must hold a current permit or visa showing their right to work in the UK.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: From £23,100.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Cheltenham, GL50 2ED: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: CSAECCTIS

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