Customer Service Advisor

6 months ago

Hucknall, United Kingdom RM Education Limited Full time

Overview:
**About RM**

At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.

**Responsibilities**:
**Job Purpose**

**Main Responsibilities**
- To respond to all customer feedback and resolve any customer dissatisfactions. Conduct root cause analysis, understand and share the insights from all customer feedback using internal data sources. Strive to always achieve first contact resolution.
- To attend all types of communication meetings such as business updates, team meetings and product demonstration days.
- To take responsibility for their own development plan to ensure that they are performing to a standard of performance that supports and achieves our customer satisfaction goal, engaging in and making contributions to all coaching and development sessions.
- To support the Team Leader in the testing and implementation of processes and procedures that ensure the continued improvement in the efficiency and quality of all elements of the order to cash process and our service promise.
- To take responsibility for keeping abreast of current processes, procedure, systems and technologies to ensure a good standard of performance is delivered.
- Maintain a strong network across all business functions, with close collaboration and ways of working to consistently deliver great end-to-end service excellence, across all stages, channels, and touchpoints in the customer journey.
- To undertake any other duties as required which are commensurate with the grading of the post.

**Facts & Figures**
- Will be responsible for analysing data on customer feedback and sharing insights.
- Achieve defined targets, KPI’s and quality measures.

**Decision Making**
- You take without reference to others.
- Discounting on orders within current policy
- Ability to offer appropriate product substitutions and service sol.
- Process order related queries and customer queries and complaints within current guidelines, business rules and ways of working.
- You refer to your manager / a colleague.
- Discounting on orders over authorisation limit
- Solutions to resolve escalate customer queries and complaints outside of authorisation limits, business rules and ways of working

**Impact & Influence**
- This role impacts on customer satisfaction, achievement of service levels and targets, first contact resolution, customer satisfaction, error rate, demand handling and overall quality.
- The job holder will need to work closely with and support colleagues and departments to resolve all types of customers queries.
- The advisor will work closely with the wider Customer Service team - UK and India - to ensure that the customer is updated and kept informed on all outstanding queries.
- This role will provide feedback to the Customer Service Leadership Team to ensure that excellent customer service is delivered within the department and that the voice of the customer is heard across the business.
- Will be required to liaise with Finance, Procurement, DC’s, Quality, Marketing, Sales, Digital and 3rd Party suppliers of product and service to ensure successful delivery of customer orders and solutions to questions and queries.

**Key Relationships**

Internal:

- Distribution Centre
- Procurement and Quality Assurance
- Commercial Sales
- Product Management
- Marketing
- Digital
- Finance

External:

- Customers - all UK segments
- UK carriers
- Third party providers - product and service
- Suppliers - service management and escalations

**Experience**:
**Knowledge, Skills & Experience**
- Excellent communication skills - written, verbal, grammar, and punctuation.
- Excellent listening skills
- Excellent attention to detail
- Ability to work to deadlines and prioritise and have excellent time management skills
- Ability to be adaptable, flexible, agile, resourceful, and multi-task
- Excellent decision, judgement, problem solving, conflict management and influencing skills with the ability to analyse data and information
- Ability to demonstrate empathy and emotional intelligence
- Strong work ethic and be self-motivated and proactive and ability to remain calm under pressure
- Ability to work cross functionally and collaboratively, demonstrating great teamwork

**What’s in it for you?**

As well as a competitive salary a

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