1st Line Support Advisor

6 months ago

Norwich, United Kingdom Citation ISO Certification Full time

**Reporting To**:Customer Operations Manager

**Department**:Customer Operations

**Contract**:Full-time, Permanent (Mon-Fri 9am - 5pm)

**Location**:Norwich

**Salary**:£24,500.00
- **This is not an entry level role - Minimum 5 years customer service/administration experience.**_

**Benefits**:Pension, Health Plan, 5 weeks’ holiday and birthday day off, plus 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.

**About us**
Operating in the UK since 1993 Citation ISO provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of ‘making businesses better’. Our growth plans are ambitious, and we’re part of the private equity owned Citation Group. Our customer base has grown significantly over the past few years and this growth will continue - that’s where you come in.

**About You**

**For this role you will need the following key skills & attributes**:

- Previous experience of delivering to targets; with a background in customer service, support or retention.
- You will have a passion for delivering exceptional service to customers and colleagues.
- Motivated and resilient, adaptable, strong organisation skills with the ability to multi-task / prioritise appropriately
- You will love to build great relationships and build rapport easily creating strong relationships with customers and colleagues using a collaborative manner to achieve desired results. Excellent listening and negotiation skills, along with good verbal and written communication
- Natural problem solver and decision making skills
- You will have a high level of attention to detail and commitment to quality
- Can do attitude
- Computer literacy including strong knowledge of word, outlook and excel
- Previous experience of working CRMs advantageous
- Knowledge of ISO Certification advantageous, but not essential

**Purpose of the role**

The primary function of the role is to process existing client requests for mid-contract changes, including issuing new contracts and addendums in timely response and provide a 1st line customer support function to our customers.

Should the query be unable to resolved via the 1st Line customer process you will transfer this query to the relevant department team who will essentially act as 2nd Line Support and own the customer’s query through to resolution.

**Key tasks**:

- **Mid-Contract enquiries**:handling client queries who are already in contract, including advising on new account set up, any one-off services needed and ongoing audit requirements, quoting contract fee amends, issuing new contracts or contract addendums and update all relevant systems / departments with relevant changes
- **Contract Addendums**:produce relevant client contract(s) and manage an accurate timely return from client and update all relevant systems / departments with relevant changes
- **Deed of Novation**:produce Deeds of Novation and manage an accurate timely return from client and update all relevant systems / departments with relevant changes
- **Customer contract requests**:provide copy contracts to customers on request
- **Invoice queries**:gather relevant customer information to enable credit control team to handle these queries at first contact
- **Handle customer enquiries IVR option**:ensure timely response times and aim to resolve queries on first contact
- **Live chat**; provide live chat support
- **2nd Line Customer Support Transfer**:ensure the timely transfer of relevant query types through use of Filemaker Ticket Types or live chat
- **Customer enquiries**:progression of customer enquiries workstream to ensure timely response, achieving internal targets and KPIs.
- **Client feedback**:proactively help gather customer feedback data and report trends to Customer Operations Manager regarding the service provided, in order to ensure our customer journey continues to improve.
- **Personal development**: ensure your own continuous professional development by keeping abreast of current retention and development techniques and trends
- **Any other duties as required**

**Skills & Competencies**
- Target driven
- Good attention to detail and data literacy
- CRM knowledge and previous usage (salesforce desirable)
- Strong written, verbal and communication skills
- Proactive, can do attitude
- Strong organisational skills
- Ability to learn complex products and processes
- Ability to work cross functionally effectively
- Strong word, outlook, excel knowledge

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

**Salary**: £24,500.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Norwich: reliably commute or plan to relocate before starting work (required)

  • 1st Line Support Advisor

    5 months ago

    Norwich, United Kingdom rthirteen recruitment Full time

    Are you looking for a new opportunity, to work within a reputable, award-winning business management organisation? R13 are currently working alongside a fantastic company, who are looking for a highly organised individual to join them as a 1st Line Support Advisor, to provide support with incoming custom enquiries. Based in a modern, open plan office in an...

  • 2nd Line Support Technician

    2 weeks ago

    Norwich, United Kingdom CV-Library Full time

    2nd Line Support Technician Norwich Are you someone who enjoys working in a fast paced environment in a customer facing role? Resolving a variety of 1st/2nd Line level tickets, and contributing toward exciting projects? We are seeking an experienced 2nd Line Technician to resolve 1st and , resolving issues remotely and at client sites when required. This...

  • First Line IT Technician

    4 weeks ago

    Norwich, United Kingdom Syntax Consultancy Ltd Full time

    First Line IT Technician Permanent Norfolk (Hybrid) to £28,000 (DOE) + Benefits A permanent hybrid position is available for a First-Line IT Support Technician. This is an excellent opportunity to join a well-established and growing IT services company.Relevant experience in IT Service Desk or Help Desk roles is strongly preferred. The position offers the...

  • 1St Line Support Technician

    2 weeks ago

    Norwich, United Kingdom Acora Limited Full time

    About Acora Weve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago.As champions of premium experience-led IT services, it is who we are.We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.Based in the UK, with offices globally USA, South...

  • 1st Line Support Technician

    1 day ago

    Norwich, United Kingdom Acora Limited Full time

    About Us We've been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Role You will provide support to our...

  • 2nd Line IT Support Engineer

    6 months ago

    Norwich, United Kingdom MFK Recruitment Full time

    We have an excellent opportunity for a 2nd Line IT Support Engineer to join our client in Norwich (NR4).MFK Recruitment has successfully recruited 36 individuals for this well-established company in the past 5 years, 27 are still with the company too! Extremely ambitious company and they’re very interested in having individuals join their team, who are...

  • 2nd Line IT Support Engineer

    1 month ago

    Norwich, United Kingdom MFK Recruitment Full time

    Job Description We have an excellent opportunity for a 2nd Line IT Support Engineer to join our client in Norwich (NR4). MFK Recruitment has successfully recruited 39 individuals for this well-established company in the past 5 years, 29 are still with the company too! Extremely ambitious company and they’re very interested in having individuals join their...

  • Transitions Support Advisor

    6 months ago

    Norwich, United Kingdom Juventas Full time

    Juventas is looking for a multi-skilled, enthusiastic and dedicated **Transitions Support Advisor **to provide support, guidance and key working to young people who may have limited English language skills on arrival, helping them navigate living successfully in a new country and preparing them for the next stage of their lives. This role is 24 hours per...

  • Transitions Support Advisor

    6 months ago

    Norwich, United Kingdom Juventas Full time

    Juventas is looking for a multi-skilled, enthusiastic and dedicated **Transitions Support Advisor **to provide support, guidance and key working to young people who may have limited English language skills on arrival, helping them navigate living successfully in a new country and preparing them for the next stage of their lives. This role is 16 hours per...

  • 1St Line Support Technician

    2 weeks ago

    Norwich, United Kingdom Acora Limited Full time

    About Acora Weve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago.As champions of premium experience-led IT services, it is who we are.We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

  • 1St Line Support Technician

    2 weeks ago

    Norwich, United Kingdom Acora Limited Full time

    About Acora Submit your CV and any additional required information after you have read this description by clicking on the application button.Weve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago.As champions of premium experience-led IT services, it is who we are.We constantly challenge old assumptions and...

  • Customer Advisor

    6 months ago

    Norwich, United Kingdom B&Q Full time

    **About the role** **Customer Advisor - TradePoint** **Part time - 15 hours per week** **Permanent Contract** **Shifts available Monday - Sunday, 7.00am - 9pm** **UK Notional hourly rate £11.31 per hour** **B&Q *Norwich Boundary road** - **Rising to £12.21 from April 1st**: - **Rising to £12.21 from April 1st** We believe anyone can improve their...

  • Enterprise IT Support Specialist

    4 weeks ago

    Norwich, Norfolk, United Kingdom Syntax Consultancy Full time

    We are seeking a skilled Enterprise IT Support Specialist to join our team at Syntax Consultancy. This is an excellent opportunity for a First Line IT Technician to work in a hybrid environment and be part of a well-established and growing IT services company.Key responsibilities include providing 1st line technical support for Windows/Microsoft technical...

  • Technical Support Specialist

    4 weeks ago

    Norwich, Norfolk, United Kingdom Syntax Consultancy Ltd Full time

    Technical Support SpecialistAt Syntax Consultancy Ltd, we are seeking a skilled Technical Support Specialist to join our team. This is a fantastic opportunity to work in a dynamic and growing IT services business. Key Responsibilities:Provide 1st line technical support for Windows/Microsoft technical environments.Log calls, troubleshoot, diagnose, and...

  • HR Generalist

    2 days ago

    Norwich, Norfolk, United Kingdom Norwich Full time

    About UsWe are a renowned University in Norwich, known for our teaching quality and student experience. Our university is ambitious and successful, with an enthusiastic team that supports each other's growth.This role offers the opportunity to make a real difference in our HR Services transformation. You will join our team as we implement new systems,...

  • 2nd Line Support

    6 months ago

    Norwich, United Kingdom Proactive IT Full time

    9506CF7 £160 - 185 per day + Inside IR35 2 nd Line Support Technician Our client is looking for a 2 nd Line support Technician to join ASAP on a contract basis. For this role you will have the below essential skills & experience. Inside IR35 5 days on site Skills/Experience Extensive 2 nd Line Support experience Monitor the IT Infrastructure...

  • Part Time Transitions Support Advisor

    6 months ago

    Norwich, United Kingdom Juventas Full time

    Juventas is looking for a multi-skilled, enthusiastic and dedicated **Transitions Support Advisor **to provide support, guidance and key working to young people who may have limited English language skills on arrival, helping them navigate living successfully in a new country and preparing them for the next stage of their lives. This role is 16 hours per...

  • 2nd Line Support Engineer

    1 month ago

    Norwich, United Kingdom Spider Full time

    2nd Line Support Engineer - Are you an experienced 2nd Line Support Engineer who is looking for a new challenge? A leading independent IT Managed Service Provider based in Norwich is looking for a 2nd Line Support Engineer to join their team in Norwich, Norfolk. Why them? This is a great opportunity to support a range of companies across the UK,...

  • Transitions Support Advisor

    5 months ago

    Norwich, United Kingdom Juventas Full time

    Juventas is looking for a multi-skilled, enthusiastic and dedicated **Bank T**ransitions Support Advisor **to provide support, guidance and key working to young people who may have limited English language skills on arrival, helping them navigate living successfully in a new country and preparing them for the next stage of their lives. **The...

  • Business Insurance Advisor

    6 months ago

    Norwich, United Kingdom The Ardonagh Group Full time

    **Business Insurance Advisor - Norwich - ARD995594** We’re on the hunt for a talented Insurance Advisor who uses their knowledge and experience of the Insurance Industry to build strong, trusted, and profitable client and customer relationships. This role can be undertaken in either our Haverhill or Norwich offices. **So, what does the role of an...