Customer Service Advisor

6 months ago

Birmingham, United Kingdom Bournville Village Trust Full time

**Salary: £25,133 (12 Month Fixed Term Contract)**

**Location: 350 Bournville Lane, Bournville, Birmingham, B30 1QY**

Creating and sustaining communities where people can thrive isn’t a pipedream, at Bournville Village Trust (BVT) it is our mission.

At BVT, we look for talented people from a wide range of backgrounds who are adaptable in an ever-changing environment and just as passionate about achieving our mission as we are.

Our values of partnership, fairness, quality, integrity and innovation guide everything that we do and we aspire to have a diverse and inclusive organisation.

Career opportunities at BVT are designed to be agile and centred on personal and professional development, whilst creating an environment where wellbeing and work-life balance is a key part of our culture.

If you find our values as inspiring as we do and would like to play your part in achieving our mission, we now have an opportunity to join us as Customer Service Advisor (Fixed Term 12 Month Contract)

**Job Profile**

We are recruiting for 1 Customer Service Advisors to join our Customer Services Team on a 12-month fixed term contract, 37 hours per week. As a Customer Service Advisor, you will play an integral part in achieving our mission of creating and sustaining communities where people can thrive.

The role will involve:

- To provide advice and assistance and wherever possible resolve customer enquiries at the first point of contact
- To provide administrative assistance as required, to support the delivery of a high standard service to all customers.
- Ensure that accurate and full advice is given to customers at all times.
- Respond to queries promptly, within target timescales, focusing on the quality of response.
- To take ownership of queries and early-stage complaints and seek the answer to enable immediate or follow up response to the customer
- Where it is necessary for a query to be directed to another colleague, to ensure that this is done efficiently and appropriately.
- Ensure that customer queries are recorded accurately using the Trusts customer contact software (Aareon QL)
- Ensure that queries are recorded in line with data protection law and best practice.
- To provide any administrative assistance as required, to support the function of the team and the delivery of a high standard service to all customers.
- To provide adhoc or routine administrative support to wider BVT
- To identify areas for improvement and feedback to the Trust to help consistently improve the standard of customer service.
- Be an ambassador for the Trust in all dealings with the public and external bodies.

We look for talented people from a wide range of backgrounds who are just as passionate about our values of partnership, fairness, quality, integrity and innovation as we are.

As Customer Services Advisor you will bring the following key skills to the role:

- A high standard of general education in English and mathematics.
- Experience in dealing with the public in a service-related role. A customer service qualification would be highly advantageous.
- Experience in telephony-based Contact Centre/Customer Service Centre
- Customer focused attitude and approach
- Experience of dealing with and effectively managing a wide range of customer centred situations
- Excellent written and communication skills
- An awareness and understanding of Health and Safety both personal and general.
- Share BVT’s values.
- Excellent planning and organisation skills, prioritising workloads
- Flexible approach to working hours.

**Benefits**

At BVT we offer a comprehensive reward and benefits package to assist and support employees with everyday healthcare costs, savings towards leisure activities and planning for retirement.

These include:

- Basic 32 days holiday (29 days basic, 3 days at Christmas) plus 8 statutory days.
- Flexible Working.
- A competitive employer contributed pension scheme of 10%
- Healthcare scheme which is free to all employees offering cashback towards optical, dental, therapy treatments, consultations and scans together with counselling sessions and a 24 hour helpline
- Savings on leisure activities with Trust Treats, offering discounted products and services both online and on the high street. You can make savings on your everyday shopping, holidays, and insurance.
- Enhanced maternity, paternity, adoption and shared parental leave.
- Extensive support towards learning and development ensuring that all staff are offered opportunities to develop their skills and careers.
- Life assurance 4x annual salary (for all permanent employees).

**Meet BVT - who we are and what do we do?**

Creating and sustaining communities where people can thrive is our mission and is based on the principles and legacy of our founder, George Cadbury. We are inspired by his legacy, but not afraid to be bold and innovative to meet the needs of people today and in the future. We provide a diverse and comprehensive range of services to

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