Customer Success Advisor

7 months ago

Witney, United Kingdom Willow HR Full time

At Bluespires, we do things a little differently. We ensure that everyone who is involved in what we do, our customers, our staff, our community, ourselves, and the environment benefit from what we do.

Based out of beautiful new offices, we deliver first class support to our clients by making sure their IT makes their businesses work better. We do all this by being forward thinking and pro-active.

Doing the right thing by all is at the forefront of what we do, so, we make the right decisions, based on our customers’ needs and not ours. We are honest, trustworthy, and transparent, all the things you would expect from a good IT partner, and we do it with a smile, we’re friendly, we speak plainly, and we take pride in and enjoy our work.

**The Role**

After an initial period of organic growth, the business has now moved into a phase of rapid expansion, growing at approx. 20% per year.

To support this growth and ensure that we maintain our high standards of Customer service, we now require a Part time Customer Relationship Adviser to work closely with our Helpdesk Manager to ensure the continuity of first-class experience our customers enjoy whilst using our busy Helpdesk.

Working in a small team, reporting directly to the Helpdesk manager, you must be a self-motivated individual with superb communication skills, and be able to work to achieve tasks and goals with mínimal supervision. Ideally you will have experience in a similar Customer focused role, not necessarily within the IT industry.

This exciting opportunity offers you the chance to create and define your own role in our first dedicated customer service position.

This role is part time, 20-30 hours per week over 4-5 days.

**Salary**: £28,000 pro rata

Location: Eynsham, Witney, Oxfordshire.

**Requirements**:
**The Customer Relationship Advisor will have**:

- Excellent customer relations and interpersonal skills
- Meticulous attention to detail
- Administration and organisational skills
- Commercial awareness

**The Customer Relationship Advisor duties will include**:

- **Call handling** - To take and own calls that have overflowed from our busy helpdesk team, ensuring timely call backs, and working with relevant team members to resolve.
- **Customer complaint processing** - To work with Helpdesk Manager Identifying and resolving customer issues or complaints effectively and efficiently.
- **Documenting of Customer complaints and follow up actions**
- Recording and maintaining accurate and detailed records of customer service interactions, issues, and resolutions.
- **Collaboration - **Collaborating with the Management Team to provide support for periodic administrative tasks as needed.
- **Customer education** - Providing guidance and educational resources to customers to help them use Bluespires services more effectively.
- **Gathering feedback** from customers to identify areas for improvement. Sharing customer feedback with relevant teams to contribute to continuous improvement. Sharing insights and customer feedback with relevant teams to improve

solutions or services.
- **Quality control** - To work with helpdesk manager on ticket quality checks, call backs and communications and surveys.

**_ A quick note on our recruitment process..._**

Bluespires typically operate a 2-stage recruitment process. However, depending on the role - you may be asked to attend a 3rd stage interview to meet additional members of our team. Our typical recruitment process is as follows:

- **Stage 1 - **Telephone or video introduction with our recruiter to discuss the
- **Stage 2 - **Interview with senior management team - face to face
- **Stage 3** - role dependent - Additional Interview with business stakeholders

where required.

If you have any questions please just reach out for us - we value feedback**Joining Bluespires means becoming part of a team that puts its members first**

We recognize and reward hard work and strive for excellence in everything we do. Our culture fosters fun, growth, and enjoyment in our work. We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.

If this resonates with you, we would love to hear from you. We are always seeking individuals who share our values and goals.

**Benefits**

Some of the benefits we offer for all our team are as follows:

- Company pension
- Company events and social activities
- Employee Assistance Program
- Life insurance
- Referral program bonus
- Bicycle purchase scheme
- Sick pay
- Flexible working arrangements
- Free, secure parking
- Regular Friday lunches
- Health & wellbeing program
- On-site parking

**Schedul

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