Customer Service Advisor/receptionist

6 months ago

Gateshead, United Kingdom Age UK Gateshead Full time

**JOB DESCRIPTION: Customer Services Advisor/Receptionist**

**HOURS**:21 per week Thursday, Friday and Saturday

**SALARY**:£12,012 per annum + pension

**RESPONSIBLE TO**:Service Manager

**RESPONSIBLE FOR**:Delivery of information and advice case work.

The role involves responding to all incoming telephone enquiries to the organisation, logging calls on our internet based record system (Charitylog), or passing messages on to the correct person, thereby helping us to improve our efficiency.

A key part of the role is to provide information, advice and ‘signposting’ support, as well as assisting with the successful delivery of the income maximisation and the disability benefits claim service to older people and their families living in the Gateshead borough.

**Objective**:

- To provide an effective and welcoming telephone answering response to our clients, customers and other callers and providing excellent customer service in a friendly and supportive manner.
- To provide a postal based income maximisation advice service to older people and their cars.
- To assist with the disability benefits claim service to older people and their carers, including completion of forms by face to face appointment at Age UK Gateshead’s office or home visit when necessary.

**The role involves**:

- Looking at information provided by clients about their financial and wider circumstances and ensuring information provided seems appropriate and correct, investigating and verifying with the client where necessary.
- Using verified information to calculate benefits which may be available to claim.
- Using template letters to inform clients of the outcomes and how to progress any actions needed.
- Meeting with the clients in person, using your skills and questioning to draw out the full picture of their circumstances and how this affects their day to day living. Transferring this information to the relevant departments within the organisation or external organisations with consent.
- Completing associated paperwork as necessary.
- Explaining the claims process and rights and responsibilities to the client. Answering all incoming calls across the organisation, deciding who the calls are for and what action is needed.
- Using Charitylog to record enquiries, take basic details and messages and set follow up actions where appropriate as well as maintaining the case records.
- Providing signposting or information for Information and Advice queries and requesting specific adviser call-backs for enquires outside of your knowledge limitations.

**Your role will also require you to**:

- Liaise closely with the Information and Advice manager and other advisers, seeking advice, guidance and support where required.
- Work within Quality Mark Frameworks such as ISO9000 or Advice Quality Standards.
- Participate in training sessions and meetings as necessary.
- Develop a working knowledge of the information and office systems supporting your service role; use them effectively and contribute to their improvement.
- Carry out tasks according to Age UK policies and standards, in particular on confidentiality, anti-discriminatory policies and health and safety.
- Work as part of a team with other Age UK staff.
- Deal efficiently with incoming calls to ensure minimum delay in providing the client’s required outcome.

**The skills required for the post are**:

- Ability to assimilate and understand information by listening and questioning with a clear and confident telephone manner.
- Good verbal and written communication skills, a sound understanding of both spoken and written English.
- Quick and accurate keyboard skills with an ability to write legible and intelligible notes and records.
- Willingness to work according to guidelines and standards and to take a flexible approach to work requirements.
- An open-minded approach to individuals, avoiding judgement and stereotyping.
- Ability to listen to others and to explain things clearly without jargon or being patronising.
- Knowledge or experience in the lives of older people and their carers and a commitment to improving the quality of life of the same.
- Awareness of discriminatory practices and equal opportunity issues; and a commitment to social justice and equity.
- Ability to work as part of a team as well as on own initiative with mínimal supervision, and to work with other Age UK staff and other agencies; and to seek and offer support.
- Willingness and interest in learning, and to attend training and other events.
- A positive, enthusiastic and customer focused attitude with an ability to demonstrate patience and sensitivity, and to respond appropriately to different and sometimes difficult situations.
- Awareness of own limitations and boundaries within the service, together with an understanding of the need for confidentiality.

**The skills and experience required for this role**:

- Good General Standard of Education
- Extensive recent experience of a customer service r

  • Customer Service Advisor

    2 months ago

    Gateshead, United Kingdom CV-Library Full time

    Job description HR GO Recruitment are looking for an enthusiastic and energetic character to join one of the customer service companies based in Gateshead as a Customer Service Advisor. The ideal candidate will be customer service focused, able to work as part of a team or individually with good Customer Service skills. You will be responsible for handling...

  • Customer Service Advisor

    4 weeks ago

    Gateshead, United Kingdom HR GO Recruitment Full time

    Job descriptionHR GO Recruitment are looking for an enthusiastic and energetic character to join one of the customer service companies based in Gateshead as a Customer Service Advisor.The ideal candidate will be customer service focused, able to work as part of a team or individually with good Customer Service skills. You will be responsible for handling...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Tructyre Full time

    **Customer Service Advisor** **Gateshead** **£22,733 per annum** **Full Time, permanent, across Mon - Sun (06:00 - 20:00)** Tructyre has an exciting opportunity for a Customer Service Advisor to join our team based in Gateshead. The Customer Service Advisor will provide a high standard of telephone support. You will be working flexibly across different...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Tructyre Full time

    **Customer Service Advisor** **Gateshead** **£22,733 per annum** **Full Time & part time roles available, permanent, across Mon - Sun (06:00 - 20:00)** Tructyre has an exciting opportunity for a Customer Service Advisor to join our team based in Gateshead. The Customer Service Advisor will provide a high standard of telephone support. You will be...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Catalyst Full time

    Customer Service Advisor Our client, one of the region’s most renowned wholesale food suppliers, provides fresh fruit & vegetables and dry goods to the North East’s leading restaurants, care homes, schools, universities and hospitals. With a reputation for quality imbued throughout the organisation, they now seek a Customer Service Advisor to maintain...

  • Customer Service Advisor

    2 weeks ago

    Gateshead, United Kingdom Gillespie Recruitment Ltd Full time

    At Gillespie Recruitment we pride ourselves in helping you find the perfect role. Our client, the UK's sole provider of an award-winning reading programme supporting schools, are looking to recruit a Customer Support Advisor. As the Customer Support Advisor, you will play a pivotal role in supporting schools get the best results by providing...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Connells Group Full time

    Are you passionate about providing great customer service? Are you looking for a career and not just a job? Then this could be the role for you! **Inbound Telephone based role, Full Time Monday to Friday 9-5:30, 1 Saturday in 4 9am-1pm, £21,500** We are looking for a Customer Service Advisor (known locally as a Property Manager) for our Property...

  • Customer Service Advisor

    2 weeks ago

    Gateshead, United Kingdom CV-Library Full time

    At Gillespie Recruitment we pride ourselves in helping you find the perfect role. Our client, the UK's sole provider of an award-winning reading programme supporting schools, are looking to recruit a Customer Support Advisor. As the Customer Support Advisor, you will play a pivotal role in supporting schools get the best results by providing...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Connells Group Full time

    Are you passionate about providing great customer service? Are you looking for a career and not just a job? Then this could be the role for you! **Inbound Telephone based role, Full Time Monday to Friday 9-5:30, 1 Saturday in 4 9am-1pm, £21,500 Fixed Term Contract** We are looking for a Customer Service Advisor (known locally as a Property Manager) for...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Connells Group Full time

    Are you passionate about providing great customer service? Are you looking for a career and not just a job? Then this could be the role for you! **Inbound Telephone based role, Full Time Monday to Friday 9-5:30, 1 Saturday in 4, 9am-1pm, £21,500** We are looking for a Customer Service Advisor (known locally as a Property Manager) for our Property...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Tructyre Full time

    **Customer Service Advisor** **Gateshead** **£22,733 per annum** **Full Time & part time roles available, permanent, across Mon - Sun (06:00 - 20:00)** Tructyre has an exciting opportunity for a Customer Service Specialist to join our team based in Gateshead working nights. The Customer Service Specialist will provide a high standard of telephone...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom ThreeSixty Collective Full time

    **Customer Service Advisor** **Location**: Gateshead, United Kingdom **Employment**: Type: Full-Time, Permanent **Schedule**: Monday to Friday, Office-Based **Company Overview**: Our client is a thriving company experiencing rapid expansion. “We are currently seeking dedicated individuals to join our team as Customer Service Advisors. This position...

  • Customer Service Advisor

    2 months ago

    Gateshead, United Kingdom Steer Automotive Group Full time

    Customer Service Advisor Newcastle Ref: VA2296 #OFE Benefits Competitive salary plus performance related bonus 29 days holiday including public holidays plus additional days with service ​Pension contributions ​Referral bonus scheme ​Enhanced parental leave ​Enhanced sick pay ​Talk to us about flexible working ​VIP...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Tructyre Full time

    Customer Service Advisor   Gateshead £22,733 per annum Full Time and Part Time available, permanent working shifts between Monday - Sunday (06:00 - 20:00)   Tructyre are a proud part of the Michelin and Euromaster group, and Britain’s leading truck tyre specialist. We provide comprehensive commercial tyre management services to clients...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Tructyre Full time

    Customer Service Advisor (Nights)   Gateshead £22,733 per annum plus 20% allowance for night shift (up to £27,279) Full Time, permanent working on a rolling roster of 4 on, 4 off (12 hour shifts 18:00 - 06:00)    Tructyre are a proud part of the Michelin and Euromaster group, and Britain’s leading truck tyre specialist. We provide...

  • Customer Service Advisor

    4 weeks ago

    Gateshead, United Kingdom Whistl Full time

    We're seeking individuals to join our team at Whistl Gateshead's contact centre.As a Customer Service Advisor for inbound debt recovery, you'll provide crucial support to those facing financial challenges with empathy and professionalism.Join us to make a difference and be part of our dedicated team.Role OverviewOur client is experiencing rapid growth, and...

  • Customer Service Advisor

    1 month ago

    Gateshead, United Kingdom CV-Library Full time

    We're seeking individuals to join our team at Whistl Gateshead's contact centre. As a Customer Service Advisor for inbound debt recovery, you'll provide crucial support to those facing financial challenges with empathy and professionalism. Join us to make a difference and be part of our dedicated team. Role Overview Our client is experiencing...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Pendragon Full time

    **Customer Service Advisor** **Location: Vauxhall Gateshead** **35 Hour Contract** **A basic salary of £19,026 with bonus potential, pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata), plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services.** Are you a...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Pendragon Full time

    **Customer Service Advisor** **Location: Vauxhall Gateshead** **Part Time** **Competitive salary with bonus, pension, critical illness pay, life assurance, single health care, 23 days holiday (pro rata), plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services.** Are you a confident customer service...

  • Customer Service Advisor

    6 months ago

    Gateshead, United Kingdom Evans halshaw Vauxhall Full time

    **Customer Service Advisor** **Location: Vauxhall Gateshead** **Competitive salary with bonus, pension, critical illness pay, life assurance, 23 days holiday (pro rata), plus bank holidays, exclusive company discounts on used car purchases, leasing deals and aftersales services.** Are you a confident customer service superstar who’s passionate about...