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Customer Contact Centre Advisor

4 months ago

Manchester, United Kingdom Vivify Venues Full time

**Job Title** - Customer Contact Centre Advisor

**Shifts
- Shift work including**:Days, Evenings and weekends

**Reporting to-** Customer Service Team Leader

**Department** -Customer Contact Centre

**About Vivify**

Vivify is a tech scale-up and partners with schools across the country to hire out their under-utilised facilities outside of school hours to enable them to generate much needed revenue that can be invested back into their facilities, teachers, and student experience.

Our social purpose remains at the heart of everything that we do. Our school partners are part of a movement to improve community wellbeing. Opening up school facilities for communities to get together can improve mental and physical wellbeing, boost confidence, tackle loneliness and helps people feel more positive about life. Other benefits include providing a range of activities for people of all ages to get involved with to improve their skillset and discover new passions. These activities will also help improve inclusivity in communities by bringing people from different backgrounds together.

**The role**

As Customer Service Advisor, you will be responsible for providing support to our hirers, schools and teams from 9am-10pm weekdays and 8am-8pm weekends. Therefore, this role will require flexibility to work some evenings and weekends. The role will be based in Manchester Ancoats the majority of the working week, with the flexibility to work remotely on occasion.

**What you’ll be doing**
- To be the helpful expert at the end of the line, helping our customers with booking enquiries, amends, cancellations and payment queries - aiming for smiles all round
- Manage the cancellation process within the hirers booking and to positively influence retention levels by proactively engaging with hirers about their usage levels.
- Liaise with other departments, such as operations to resolve any issues raised from customers.
- Take ownership for hirer questions/concerns and ensure you follow up with hirers, once answers are obtained from a school or operations.
- Maintain accurate and secure records of hirers’ details on the booking system to ensure the timely and accurate collection of their payments.
- Collection of non-payments for bookings prior to booking going ahead. Enforcing a ‘No pay No play’ policy.
- Add new school and facility information to our booking platform.

**About you**
- Experience in delivering exceptional customer service.
- Experience in using a CRM, such as Hubspot and a telephony system such as Aircall, or good computer literacy.
- Excellent verbal and written communication skills.
- Extremely strong interpersonal abilities, with a genuine desire to help others.
- Great time management skills with s self-starter attitude.
- Flexible & adaptable on business requirements and happy to work shifts, including evening, weekends and public holidays, when required.

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

**Salary**: £9.50 per hour

**Benefits**:

- Casual dress
- Company events
- Wellness programme

Schedule:

- Holidays
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Manchester, M4 5AD: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you able to work, day, evening and weekend shifts?

**Experience**:

- Contact Centre: 1 year (preferred)

Work Location: One location