Customer Service Advisor

2 weeks ago


Seaham, United Kingdom Zenith People LTD Full time

Zenith People are looking to recruit experienced Customer Service Advisors to work at their Client site in Seaham, County Durham. The role is to provide exceptional service to customers across a range of products/services through a multitude of channels.Proactively assessing, co-ordinating and deciding on service support, together with the facilitation and undertaking of associated documentation and administration required throughout the customer journey.

Key Responsibilities
- Ability to engage empathetically with customers to respond to their needs
- Achieve and maintain quality standards through all stages of the customer journey
- Undertake appropriate research on a customer’s business, prior to contact, in order to introduce and promote services to both new and existing customers, taking the hard work out.
- Assess customer requirements, articulate appropriate products/services to fulfil their needs
- Manage the customer relationship responding to all channels of communications, in a timely and professional manner
- Ensure a comprehensive understanding of all funding schemes and their unique requirements to effectively deliver services which are appropriate for the needs of individual customers
- Effective diary management, scheduling of appointments for Project Advisers, clearly defining customer requirements to enhance the customer experience
- Assess customers eligibility across a range of investment opportunities, making informed decisions to agreed delivery timescales
- Proactively manage the collection of monitoring information, responding to / escalating any issues as appropriate Coordination and administration of customer journey
- Complete all relevant customer documentation accurately to ensure a comprehensive audit trail is maintained
- Ensure all activities/interactions are recorded in an accurate and timely manner in accordance with operational standards and procedures
- Comply with procedures to adhere to Financial Conduct Authority (FCA) authorisation and funding requirements
- Adhere to General Data Protection Regulation (GDPR) policies and procedures
- Ensure that all service and quality standards across the customer journey are adhered to, achieved and maintained
- Covering of Direct helpline and associated training to aid to provide back up and overflow cover for the service
- Support wider business during periods of peak activity

The Person
- Previous Customer Service Advisor experience
- Excellent Interpersonal skills
- Attention to detail
- Analytical and numerate skills


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