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Customer Service Advisor

4 weeks ago

Linwood, United Kingdom Menzies Distribution Full time

**Shifts Available**:
1. Working 36 hours per week, covering 5 days per week 6am to 2pm or 7am to 3pm (including one day at the weekend).

2. Working 36 hours per week, covering 4 days per week 8am to 7pm (including one day at the weekend).

Would you like to join our multi skilled Customer Service Team at Menzies Distribution based in Linwood?

Our CCA Accredited Centre delivers Award winning Customer Service to all our retail clients across the UK, Ireland, and international destinations.

As part of the team, you’ll be trained to manage a variety of duties including:

- Inbound Customer Service calls
- Financial Transaction Processing
- Supply Constraints
- International Customer Queries
- Voucher Processing
- News Federation Queries
- Escalated Customer Complaints
- Urgent Distribution Troubleshooting
- Online Customer Service Queries

We offer an interactive and fun 3-week Induction where you will learn about our business, our clients, and the services we deliver. You will also have the chance to share any past experiences with us as we believe your input holds as much value to your development as our training programme does. It will also help us place you with the right team.

0ur induction runs Monday to Friday and includes classroom-based learning, interactive sessions, Buddy Program as well as a meet and greet with your colleagues and Team Managers who will help you develop your skills and integrate you into your team.

**So, what’s it like to work here?**

We have a large team of varying ages with everyone bringing something unique to make Menzies Distribution Customer Service team one of the best in the business, and we have the awards to prove it. We believe we have a social responsibility, so charity fundraising is now back on the agenda along with regular social events to help strengthen our team spirit.

Talking about SPIRIT we have a rewards programme available to all staff where we can recognise our peers and the great work that they do. Our annual awards ceremony is a chance for everyone to get together in recognition of our hard work, Team Spirit, and the amazing job we do.

**What’s in it for you?**
- 31 Days per year (pro rata) with 2 fix days depending on start date. You can also accrue an additional day of annual leave following 5 full years of service.
- Eye Care voucher
- Shift Swap scheme
- Life Cover
- Career advancement
- Pension Scheme

Does this sound like something you want to be a part of? If so, we want to hear from you.

Overall Job Purpose:
Act as the main point of contact for the client’s customer services team, dealing with issues and queries on a pro-active and reactive basis with a focus on providing a delightful customer experience

**Responsibilities**:
Pro-Active Support:

- Act on a dedicated basis, becoming an extension of the client’s team
- Pro-actively monitor day to day account activity
- Develop and maintain an in-depth knowledge of the client account and the necessary stakeholders
- Turn a potentially negative experience into a positive one, by understanding and instigating solutions to potential problems that, without intervention, could lead to an issue or dissatisfaction for the customer
- Support the business in reducing exposure to risk of service credits / claims

Reactive Support:

- Provide timely, accurate and comprehensive responses to questions / queries
- Respond to cases raised across various channels
- Manage high volumes of customer communication
- Successfully prioritise and process cases based on severity, urgency, and SLA adherence

General Responsibilities:

- Go above and beyond for the client, focussing on providing a delightful customer experience
- Nurture the on-going customer relationship by sustaining professional relationships based on open communication, integrity, and trust
- Demonstrate ownership and accountability throughout a query / case lifecycle, from inception through to conclusion
- Develop and manage positive relationships with internal stakeholders and work together to identify root causes and resolution opportunities for issues identified
- Work with the Strategic Account Manager to collect, analyse and act upon customer feedback and continuous improvement opportunities
- Adhere to and, where possible, exceed agreed client level SLAs and internal business KPIs
- Follow communication procedures, guidelines, and policies
- Input and maintain detailed, accurate data and records of customer interactions within the case management system

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