Senior Customer Services Advisor

3 weeks ago


Cheshire, United Kingdom Akton Recruitment Full time

**Senior Customer Services Advisor**:
**£13 per hour**

Akton recruitment are working with a local authority to recruit a Senior Customer Services Advisor on a 3-month contract. Your role would be to provide day-to-day support and coaching to Customer Service Advisors in relation to the delivery of customer service and call quality standards which support the delivery of a high commitment, high performance environment. This role operates on a hybrid working arrangement.

**Main responsibilities**:

- Act as coach and mentor to Customer Service Advisors to provide support, guidance and knowledge to maintain excellent customer service standards throughout the team.
- Take responsibility for resolving escalated queries from face-to-face and telephone customers, colleagues, internal departments and partners ensuring adherence to quality standards.
- Become a process expert ensuring appropriate IT systems are updated and Customer Service Advisors are provided with up-to-date information and procedural changes to ensure effective customer service delivery.
- Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.
- Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day-to-day activities.
- Carry out Team Leader duties during absences in order to provide supervisory support to Customer Service Advisors at all times.
- Manage customer complaints, compliments and suggestions in accordance with the Council’s procedures.
- Actively contribute ideas that create efficiencies or improvements in customer facing and other processes.
- Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self-service or direct debit payment.

**Knowledge and Experience**:

- Experience working in a local authority call centre or customer centre environment (Essential)
- Handling abusive or emotive customers (Essential)
- Experience of resolving escalated customer enquiries (Essential)
- Developing process flows (Desirable)
- Detailed knowledge of a broad range of council services, e.g Registration services, School Admissions, Benefit entitlements and Council Tax Recovery procedures that could result in court summons (Essential)
- HR policies and procedures (Desirable)
- Regulatory Standards and relevant legislation (Desirable)
- Council wide organisational structures (Desirable)
- Call handling standards (Essential)
- Experience of using Contact Centre telephony systems (Essential)

**Skills and Qualifications**:

- Excellent Customer Service Skills (Essential)
- Computer, telephones and standard office equipment (Essential)
- Excellent numeracy and literacy (Essential)
- Proven coaching and mentoring skills (Essential)
- NVQ level 3, or equivalent, in a relevant field (or working towards where supplemented by extended relevant work experience (Essential)

**Start Date: ASAP



  • Cheshire, United Kingdom Akton Recruitment Ltd Full time

    **Senior Customer Services Advisor**: **£13 per hour** Akton recruitment are working with a local authority to recruit a Senior Customer Services Advisor on a 3-month contract. Your role would be to provide day-to-day support and coaching to Customer Service Advisors in relation to the delivery of customer serviceand call quality standards which support...


  • Crewe, Cheshire, United Kingdom Manesis Search & Selection Full time

    Senior Customer Service Advisor Starting Salary up to GBP32k plus bonus, 25 days holiday, pension, healthcare, employee benefits package, life assurance, hybrid working Senior Customer Service Advisor - Crewe The Company My client is an international manufacturing and distribution business, selling a broad range of products to an extensive...


  • Crewe, Cheshire, United Kingdom Synergy Recruitment LTD Full time €27,350

    Salary: £25,000 (+ bonuses = £27,350 OTE) If the following job requirements and experience match your skills, please ensure you apply promptly. Reference: 32636 Career progression, sociable hours, and a fab, friendly team. If you are an experienced customer service advisor who is looking for all of the ^, then we've got the job for you! Due to...


  • Cheshire, United Kingdom Residential Management Group Full time

    Salary**£19371.45 or £21954.31 depending on hours** - Location**Cheshire** - This is a _ - permanent_ - , _ - full time_ - vacancy_ - that will close _ - in 21 days_ - at 23:59 GMT_ - . _ **The Vacancy** **Customer Service Advisor - Full Time, Permanent - 37.5 hours per week or 42.5 hours per week Contracts available** **Starting Salary: 37.5 hours a...


  • Lymm, Cheshire, United Kingdom Back 2 Work Complete Training Full time €11

    Were recruiting for Customer Service Advisors to earn up to £11.44 per hour. Customer Service Advisor benefits: Pension Staff discount Weekly pay Bonus scheme Uniform Training is included to prepare you for this role Customer Service Advisor role: Within your territory, you will grow a new and existing customer base for our product range of milk,...


  • Warrington, Cheshire, United Kingdom Back 2 Work Complete Training Full time €11

    Were recruiting for Customer Service Advisors to earn up to £11.44 per hour. Customer Service Advisor benefits: Pension Staff discount Weekly pay Bonus scheme Uniform Training is included to prepare you for this role Customer Service Advisor role: Within your territory, you will grow a new and existing customer base for our product range of milk,...


  • Crewe, Cheshire, United Kingdom Acorn by Synergie Full time

    Customer Service Advisor Location: Crewe Salary: up to 26,000 per annum Hours: Monday to Friday (office hours) Acorn by Synergie is pleased to offer an exciting opportunity for an enthusiastic and committed Customer Service Advisor to become part of a thriving business in Crewe. As a Customer Service Advisor, your role is to ensure an outstanding and...


  • Macclesfield, Cheshire, United Kingdom Forrest Recruitment Full time €24,000

    CUSTOMER SERVICE ADVISOR MACCLESFIELD £24,000 PERMANENT Check you match the skill requirements for this role, as well as associated experience, then apply with your CV below. Due to continuous growth, our client, who specialises in the finance sector, is seeking an enthusiastic Customer Service Advisor to join their busy team. Duties include:...


  • Warrington, Cheshire, United Kingdom The Solution Auto Full time €28,000

    Service Advisor - Warrington Salary: £28k Basic + Bonus Our client, a fantastic employer, well established franchised dealer group, is looking to recruit an experienced Service Advisor. As a Service Advisor you will the first point of contact for customers in the Aftersales department, you will check vehicles in and out, liaise with your...


  • Ellesmere Port, Cheshire, United Kingdom PSi Talent Full time

    A fantastic opportunity for a Customer Service Advisor to join a progressive, innovative company with 25 years' industry leading experience. Based within exceptional, modern offices, the Customer Service Advisor will be rewarded with 23 days' holiday, increasing with service to 30 days; quarterly staff awards and long service rewards; company...


  • Ellesmere Port, Cheshire, United Kingdom The Business Connection Full time

    A fantastic opportunity for a Customer Service Advisor to join a progressive, innovative company with 25 years’ industry leading experience. Based within exceptional, modern offices, the Customer Service Advisor will be rewarded with 23 days’ holiday, increasing with service to 30 days; quarterly staff awards and long service rewards; company events;...


  • Warrington, Cheshire, United Kingdom Certas Energy Ltd Full time

    We are currently looking for a Customer Service Advisor to join the Lubricants team at Certas Energy based at our Warrington Head Office. Working as part of the Customer Services team, you will be passionate about delivering an outstanding customer experience to new and existing customers. As a Customer Service Advisor, you will be the main point of...


  • Chester, Cheshire, United Kingdom LNJ RECRUITMENT LIMITED Full time

    Are you passionate about providing exceptional client service? Do you enjoy building relationships and helping people find the right insurance solutions? If so, we have an exciting opportunity for you! Do not pass up this chance, apply quickly if your experience and skills match what is in the following description. CUSTOMER SERVICE ADVISOR - CHESTER As an...


  • Chester, Cheshire, United Kingdom Pendragon Vehicle Management Full time €10,400

    Customer Service Advisor Ready to apply Before you do, make sure to read all the details pertaining to this job in the description below. Location: Ford Chester Part Time- 16 Hour Contract (Weekend Position) A basic salary of £10,400 and a bonus of £1,600 and pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata),...


  • Chester, Cheshire, United Kingdom Pendragon PLC Full time €10,400

    Customer Service Advisor Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match. Location: Ford Chester Part Time- 16 Hour Contract (Weekend Position) A basic salary of £10,400 and a bonus of £1,600 and pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata), plus...


  • Chester, Cheshire, United Kingdom Pendragon Vehicle Management Full time €10,400

    Customer Service Advisor Location: Ford Chester Part Time- 16 Hour Contract (Weekend Position) A basic salary of £10,400 and a bonus of £1,600 and pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata), plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services. ...


  • Warrington, Cheshire, United Kingdom The Solution Auto Full time €28,000

    Service Advisor - Warrington Salary: £28k Basic + Bonus Our client, a fantastic employer, well established franchised dealer group, is looking to recruit an experienced Service Advisor. As a Service Advisor you will the first point of contact for customers in the Aftersales department, you will check vehicles in and out, liaise with your customers ensuring...


  • Chester, Cheshire, United Kingdom Aurora Telecom Full time €22,308

    Customer Service Advisor Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below. Chester Salary - £22,308 Full Time Permanent 37.5hrs (Rotational shifts betweenour operationalhours of 09:00 - 21:00, inclusive of every other Saturday) Aurora Telecom, an exciting and fast-growing call...


  • Northwich, Cheshire, United Kingdom Barclays Full time €25,500

    Customer Service Advisor  Location: Northwich Salary - £25,500 per annum plus excellent benefits including: Private Medical Care including GP services, Life assurance covering x8 times basic salary, Pension Contribution up to 12%, 25 days holiday allowance plus bank holidays, with the option of buying or selling 5 days per year, plus many more benefits ...


  • Chester, Cheshire, United Kingdom Pendragon Plc Full time

    Customer Service Advisor Location: Ford Chester Part Time- (Weekend Position) Competitive salary plus bonus potential and pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata), plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services. Are you a...