Contact Centre Advisor

5 months ago

Wigan, United Kingdom 3PL Full time

**Company Insight**

Since the launch of the Company in 2006, 3PL has worked with boundless enthusiasm to build a people centric business that provides technology enabled fulfilment and logistics expertise to aspirational brands. We constantly strive to provide high-quality value for money operational support services that are second to none. Fuelled by our commitment to service excellence, our award-winning business has gone from strength to strength and is now one of the fastest growing omni-channel fulfilment & logistics businesses in the UK with a Global reach.

As a well-respected brand in our sector, our ongoing success is largely due to the commitment, innovation, and skill of our outstanding colleagues. Our incredible team works hard to contribute to our ongoing success whilst making time for fun at work forms a fundamental part of our company's values.

We demonstrate appreciation of our people through competitive pay structures, enhanced annual leave, flexible/hybrid working opportunities alongside a range of health and wellbeing support with access to amazing break out facilities at each of our depots that include everything from computer games, pool tables, and table football to darts, massage chairs and even TV/relaxation areas.

In addition, our desire to go that extra yard for our people means colleagues also get to enjoy an extensive range of “free to access” benefits including discounts with various leading retail brands, fresh fruit weekly, refreshments, onsite parking, all of which is underpinned by an extensive colleague rewards program and a varied range of pre-scheduled fun events throughout the year.

Our inclusive culture encourages transparency, ownership, and honesty and we treat every colleague as a valued partner in the business. From day one, our investment in your learning, development, and progression is our top priority and with the rate we’re growing, there’s never been a better time to join Team 3PL and play your part in on our exciting journey.

**The Role**

One of the primary functions is to gather information, questioning and listening and capturing details to be able to make the right decisions and provide appropriate responses to customer requests whilst ensuring that all contacts are accurately logged and loaded onto the CRM system. All inbound contact will be processed in a timely manner, remaining professional at all times and knowing when to escalate if necessary. As an experienced contact centre support, you will ensure each contact is handled effectively from first touch point onward in taking ownership, following up, chasing any outstanding actions through to reporting, and closing of a ticket.

You’ll be acting as the central liaison point for general enquiries. This role requires a proactive approach to account coordination with a genuine passion for the retention and growth of our clients. You’ll be developing strong client relationships and providing operational support internally while working in collaboration across teams and always maintaining an excellent standard of client communication.

This is a hands-on role, where you will be based in our Wigan head office five days per week.
Client facing roles are high profile within 3PL and you’ll be exposed to senior people within our business, which may lead to strong development opportunities.

**What you'll be doing**

The role is varied and the duties below are not exhaustive.
- Coordination and retention of your client portfolio
- Respond to queries on our helpdesk software platform
- General office type duties, including first receiver for inbound calls and visitor support
- Supporting your line manager to ensure daily and monthly KPIs are achieved in a timely manner
- Respond to queries on our helpdesk software platform
- Liaise with carriers, including POD validation, collection and returns
- Liaising with Operational Management to recommend workable solutions to service level recovery programs and new initiatives (service improvement, corrective measures, ad hoc solution design)
- Build positive working relationships with colleagues and clients.
- Trouble shooting and problem solving

**Advantageous Knowledge & Experience**
- Previous experience in a client services helpdesk role
- Sector exposure in any of the following Retail/ecommerce/ fulfilment/logistics
- Possessing knowledge of how Third-Party Logistics works
- Experience of using technologies e.g., CRM, Web Portals, etc.
- Strong communication skills and a good grammatically

**Technical & People Skills**
- Relationship-building skills
- Ability to work under your own initiative, and be self-motivated
- High level of competence in use of Microsoft Office products

**Impact & Influence**
- Ability to listen to and understand client needs and to upsell and cross-sell products and services which address these
- Must be articulate and comfortable engaging people at all levels
- Confident presenting data to, and challenging clients wh

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