Customer Service Advisor

4 weeks ago

Swindon, United Kingdom PPS - Pre Paid Solutions Full time

We are currently recruiting for a number of Customer Service Advisors to join our team.

In this exciting role within the finance industry, you will be working on the front line and be the first point of contact for our cardholders and your focus will be to handle queries with friendly efficiency whilst meeting our quality standards.

The work rate will be ever-changing with lots of variety to keep you nice and busy. No two days will be the same and you will use your customer service skills (there are no scripts here) to solve issues whilst ensuring our systems are updated as you go along.

**Role and Responsibilities**:

- Recording and resolving customer expressions of dissatisfaction and complaints
- All contacts to be handled within SLA
- Following standard daily customer service procedures
- Liaison with internal departments - Compliance, Operations and Finance
- Using our current systems to record accurate details of all customer queries
- Directly contribute to the level of client and cardholder satisfaction required by PPS.

**Skills & Experience**:

- Having the ability to work within a fast-paced environment
- Being confident in working as part of a team, and also working alone with initiative
- Comfortable with Microsoft Office package (Excel, PowerPoint, Outlook)
- Proven ability to organise workload, prioritise, and manage rapidly changing demands and priorities
- Have demonstrable experience in handling complex and emotional complaints
- High level of accuracy and attention to detail
- Exceptional communication skills, both verbal and written
- Have the ability to remain calm in a busy, pressurised environment
- Have the ability to negotiate and sell resolutions to the customer
- Have a professional understanding of what makes first-class customer service vital, as well as flexibility, the ability to multi-task, and have good problem-solving skills

**Employee Benefits**:

- 25 days annual leave plus Bank Holidays (or equivalent for shift roles)
- Company sick pay & Income protection
- Life insurance (4x salary)
- 2 x Wellbeing Employee Assistance Programs for staff and family members with Metlife and AIG.
- PPS Plus employee saving platform
- EDU digital learning platform
- Complimentary fruit and other ‘in office’ snacks & refreshments
- Volunteering programme
- Social events
- Defined Contribution Personal Pension Scheme with Aviva - employer 6% with minimum employee contribution 3%.
- Discretionary bonus scheme based on company and personal performance
- Holiday trading scheme (buy or sell up to 5 days)
- Medical & international travel cover with AXA PPP
- Subsidised gym membership or £20 monthy gym allowance
- Employee referral bonus scheme
- Interest free travel loan for bus and rail
- Cycle to Work scheme

**Diversity**:
Edenred UK and PPS are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information or any other basis prohibited by applicable country or local laws.

**Job Types**: Full-time, Permanent

**Salary**: From £21,100.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Swindon, SN1: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Swindon, SN1

Reference ID: Customer Service Advisor
Expected start date: 27/02/2023

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