Customer Service Advisor/administrator

2 months ago

Colchester, United Kingdom Detail London Ltd Full time

**Customer Service Advisor**

**Role Title**: Customer Service Advisor

**Location**: Essex Based

**_Alcove - Help us keep elderly and vulnerable people safer and better connected by using digital technology._**

We specialise in delivering connected care technology for local authorities, the NHS, housing associations and sheltered accommodation providers across the country. We are the market leader in data led, digital connected care technology in the UK and are scaling rapidly in the country.

We are looking to recruit highly motivated individuals to join our team to play a key role in delivering on our technology contract in the area and help older and vulnerable people to live more independent lives.

You will also be supporting professionals to ensure they are referring the right equipment for their clients as well as supporting our clients contacts to onboard successful whilst following all processes for all stages of our service all to ensure we are delivering a 5-star service.

**What you will be doing**:

- Work with our referring partner, Local Authorities to conduct a customised needs outcome
- based telephone assessment.
- Arrange visits, collections or installations at client’s home, ensuring you collect sufficient information for a successful visit.
- Work with our emergency monitoring and response call centre partners to ensure our devices are correctly connected and assigned to their centre.
- Help with the management and correct allocation of stock.
- Maintain and document accurately all, installations, emergencies, handovers and in accordance with agreed procedures.
- Manage enquiries, ensuring faulty equipment is reported making arrangements for or repair to minimise the risk.
- Address any escalated customer issues and resolve effectively.
- Manage inbound and outbound contact to customers and family and friends of customers to ensure that they are set up on the configuration of Alcove products.
- Manage inbound contact from customer requiring additional support and sourcing support materials for customers via the web and other resources.
- Use the Alcove CRM system to record interactions with customers.
- Suggest improvements to customer service procedures, polices and standards based on the customer journey / experience.
- Ensure that all communications are of a high standard and that templates are kept up to date.
- Creating customer profiles and assigning to devices and the Alcove Eco system
- Providing technical support for customers ranging from user support through to fault resolution as they occur on a day-to-day basis.
- Conduct customer satisfaction reviews.

**Essential Skills**
- Excellent interpersonal skills - you can build rapport with people easily and are a good listener
- You are a strong team player, are flexible approach and have good communication skills
- Good level of general education to GCSE or similar
- Able to work in a fast-paced environment
- You can drive and have access to your own vehicle
- Ability to prioritise and categorise based on information provided and using sound judgement
- Effective written skills
- Effective organisation and time management skills. Organised and diligent. Self-starter.

**Helpful Skills**
- Experience (personal, paid or voluntary) of working with disabled adults and older people
- Knowledge of technology and a passion for it
- Knowledge and experience of working with Healthcare Professionals
- Experience of working with a range of partner organisations
- Experience within a community setting
- Experience of working in a challenging and emotional environment, dealing with clients/families that may be recently bereaved, be at end of life, have learning disabilities or needing equipment to help rehabilitate

**Details**:
Salary depending on experience, in addition to mileage if applicable

You should have a valid driver's license and access to your own vehicle (advantageous).

Rota based weekend working - 1 weekend in every 8-10 week roughly but this can be swapped, and other staff cover if needed - this is paid for on top of salary.

Rota based late shift either once a week or once a fortnight 11am - 7pm shared across the team to ensure full coverage.

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

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Company pension
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Application question(s):

- Are you based in Essex/local area? Where?

Licence/Certification:

- Driving Licence + access to a vehicle (advantageous) (preferred)

Work Location: In person

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