National Trust Customer Service Advisor

4 weeks ago

Bootle, United Kingdom Capita Full time

National Trust Customer Service Advisor

Free access to National Trust sites

Wide ranging discounts on retail, health & wellbeing, travel, technology and much more

Location: Alaska House, Bootle, L30 4AB - applicants must be able to commute to the site in Bootle and work from the office each day

**Salary**: £20,404 per annum

Hours: Full Time, 39.5 hours per week

Shifts: 9am - 5.30pm Mon to Fri, 9am - 5pm Saturday & Sunday

Contract: Permanent

Start date: 3rd April 2023

At Capita Experience, we’re experts in every aspect of customer experience. Our success is built on over 40 years of understanding this market and doing what we do best - truly transforming our clients’ customer management operations. We’re proud to work for some of the best-known brands in the country, and we’re trusted to provide best-in-class customer support experiences. Our ambitions go far beyond making customers happy - we aim to turn them into ambassadors, people whose actions and recommendations will boost the reputation and support the growth of our partners, helping their organisations to be successful.

**Job title**:
National Trust Customer Service Advisor

Our client, the National Trust, protects and cares for places so people and nature can thrive. As the biggest conservation charity in Europe, it looks after hundreds of houses and close to a million objects, along with vast areas of coastline, countryside and green spaces, for everyone’s benefit. Our dedicated teams make sure that millions of the Trust’s supporters are well looked after, and our frontline customer service team are a vital part of that.

We are looking for customer advisors to join Capita, working on behalf of the National Trust, where you will use your love of national heritage to help build meaningful, stress-free relationships with supporters, members and volunteers.

You’ll be able to immerse yourself in all things National Trust with free access to National Trust landmarks, gardens, trails, coastlines and landscapes, to enjoy and explore with friends and family. You will also have the opportunity to help out at a place the National Trust looks after several times a year. While there, you’ll be able to meet colleagues, supporters, members and volunteers face-to-face.

We offer structured training and development to support you right from the get-go and give you the opportunity to continue learning and growing, with access to online learning.

Your passion for the National Trust will help you to build strong relationships with supporters, members and volunteers, and you’ll enjoy finding answers and solving problems through your knowledge and use of our systems. With excellent communication skills, you’ll have no problem adapting your style to suit different people and giving them clear, concise and accurate information. As well as sharing best practice with your colleagues, you’ll be able to identify potential opportunities and initiatives that will ultimately deliver improvements for the National Trust.

**What you’ll be doing**:

- You’ll create easy, stress-free interaction for all supporters, members and volunteers by giving relevant information to help support them in answering their query or resolving their problem
- You’ll handle enquiries with empathy and integrity by ensuring each customer is treated with due care and provided the best level of support
- You’ll be capturing vital information in interactions to ensure data quality of supporters, members and volunteers is accurate and up to date
- You’ll work effectively with internal and external stakeholders to ensure exceptional service
- We will arm you with the essential training and support tools to be successful. You will take ownership of your ongoing learning and development to continuously improve your customer service skills. Customer experience is continuously evolving. You will identify and highlight opportunities for improving service delivery for member experience

**What we’re looking for**:

- Experience in a customer-facing role is useful, but it’s not essential for your success in this role
- You take pleasure in solving problems - you may not always know the answer, but you’ll know when to look and you’ll be determined to find it
- You are interested in people and want to listen and understand what they need
- You are a team player who can work collaboratively in a remote environment
- You can communicate clearly in written as well as spoken English
- You are resilient and able to support multiple customer priorities
- You enjoy working with new technology in support of customer outcomes

**What’s in it for you?**

We care about your experience on the frontline as much as you’ll be caring about our supporters. That’s why we invest in your health and wellbeing, both inside and outside of work. Here are some of the great benefits you’ll experience when working with us:

- a competitive basic salary of £20,404 per annum
- 22 da

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