Customer Service Advisor

1 month ago

West Midlands, United Kingdom O.C.S. Full time

About The Role***

We have an exciting opportunity within OCS for Customer Contact Advisors at the NEC. The NEC is the UK’s largest event space and welcomes 700,000 to 1 million visitors a year. In this role you will provide services to NEC customers (internal and external) via the NEC switchboard & NEC Centre Core Reception.

We are recruiting for permanent full-time members of staff and if you consider yourself as a friendly, motivated and customer focused individual, then we want to hear from you

You will join our multi skilled team, be seen as an expert in customer contact (both front & back of house) and contribute to the high standards of customer service delivery shown to all visitors.

We are looking for a team player with the ability to work alone and collaboratively at all levels across the organisation.

**Main Duties**:

- To carry out tasks and functions within the Customer Contact Team support operation as detailed.
- To provide support and service for the NEC Centre Stage Reception
- To deal with customer enquiries for all incoming phone lines to The NEC Group in accordance with service levels and quality standards.
- To deal with both internal and external customer enquiries in an efficient and professional manner.
- To manage relationships with all relevant customer groups and ensure all records are maintained appropriately.
- To comply with all Company policies and procedures including regulation, legislation and compliance
- To adhere to the correct utilisation of key systems and quality standards
- To work collaboratively and build relationships with all NEC teams and suppliers in the achievement of a seamless and excellent end to end customer experience.
- To analyse NEC and Arena visitor feedback survey responses
- To ensure that any confidential information is handled with integrity, sensitivity and in a professional manner at all times.
- Respond to NEC social media channels in a timely manner using a social media management platform.

**To be successful in the role, you will need**:

- GCSE level (Grade C or above)
- Experience of working in a call centre, reception service orientated environment
- Experience of working with on-line systems
- A track record of achieving/exceeding results
- A proven track record of handling difficult situations and finding appropriate solutions
- The ability to utilise a variety of computer systems and processes to effectively achieve objectives

**Personal Characteristics/Attributes**:

- Highly motivated with a positive outlook
- Exceptional customer service skills
- Ability to interact with others, having good social skills - able to influence and negotiate
- Able to prioritise workloads and demands to achieve the best results
- Resilient and resourceful with good organisational skills
- Build excellent working relationships (both internally and externally)
- Has a “can do” attitude, is able to challenge the status quo and has a willingness to embrace change
- Has an eye for detail whilst maintaining focus on delivering results

**What will you get in return?**
- A pension scheme
- to save for the future - eligibility rules apply
- Access to high street discounts
- Access to low interest loans
- Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
- Training and Development
- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
- Long Service Awards
- Cycle to work scheme
- discounted bicycles
- Access to our Employee Assistance Programme
- 24-7 Wellbeing Support
- About Us***

At OCS, we’re a proud bunch of around 20,000 colleagues who put customer service at the heart of everything we do. We are not just a cleaning company; we hire security officers, caterers, landscapers, and engineers to name just a few. Our job and career opportunities are endless for full-time, part-time, and casual positions, in addition to countless internal opportunities for existing colleagues. We are big believers in supporting and investing in our colleagues from their very first day because we know that our people are critical to our business and making sure we deliver for our customers. This is what makes OCS a great place to work.

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