Customer Service Advisor

6 months ago

Cardiff, United Kingdom EVO Group Full time

Division: Banner Business Solutions Ltd, T/A Complete

Reports To: Office Manager / Sales Manager

Based: Cardiff

Banner Business Solutions (trading as Complete) is one of the UK’s largest business supplies and services company to both the public and private sectors. We provide facilities & PPE, technology, furniture, printed goods, managed print services and office stationery, workwear and managed services. We partner with companies both large and small, tailoring our approach to suit each workplace. Our customers trust us to deliver genuine business benefits that have a positive impact on our environment and communities. Our close consultative approach, combined with an industry-leading logístical capability, enables us to reduce costs, minimise waste and offer an excellent customer experience. We aim at all times to be the partner that:
Business Leaders trust, that Buyers recommend and that Employees value.

ROLE SPECIFICATION

Role Objective:
As a Customer Services Advisor with a focus on customer experience, you will be the frontline representative of Complete. Your primary responsibility will be to provide exceptional support and assistance to our valued customers. Your dedication to fostering strong customer relationships, effective communication skills, and ability to collaborate with key stakeholders internally are crucial elements for success in this role. Working in a fast-paced environment, you will navigate various product and service categories, ensuring customer satisfaction remains at the core of your activities.

Role Responsibilities:

- Customer Experience Champion:

- Be the first point of contact for customers, demonstrating empathy and understanding while addressing their queries, concerns, and feedback.
- Advocate for an exceptional customer experience by resolving issues promptly and professionally, going above and beyond to exceed customer expectations.
- Effective Communication:

- Function as a proficient and articulate ambassador for the company's brand and values in all customer interactions.
- Internal Networking and Collaboration:

- Establish strong internal relationships with key stakeholders, including sales, marketing, and product teams, to provide comprehensive support to customers and share valuable feedback.
- Collaborate with colleagues to ensure consistent and accurate information is shared and customer issues are resolved efficiently.
- Multifaceted Product and Service Support:

- Develop a deep understanding of our company's diverse product and service offerings to effectively address customer enquiries and provide knowledgeable guidance.
- Keep abreast of product updates, promotions, and changes to provide up-to-date information to customers.
- Problem Solving and Escalation Management:

- Analyse and troubleshoot complex customer issues, providing innovative solutions when required.
- Escalate critical issues to appropriate internal teams and follow through to ensure timely resolution.

PERSON SPECIFICATION

Essential
- Previous experience in a customer service or support role, with a proven track record of delivering outstanding customer experiences.
- Ability to take ownership of customer issues and lead on their resolution.
- Excellent written and verbal communication skills, with an ability to adapt to different customer personalities and needs.
- Customer-focused mindset and ability to empathise and respond to customer queries with patience and understanding.
- Strong interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders.
- Demonstrated ability to work in a fast-paced environment, managing multiple tasks and priorities effectively.
- Quick learner, able to grasp complex product and service information rapidly and communicate it clearly to customers.

Desirable
- Knowledge of the industry.
- Knowledge of CRM systems and customer support tools.

NOTES

This job description is a general overview of the responsibilities and requirements for the position. Duties may evolve or change over time based on business needs.

**DIVERSITY AND ANTI-DISCRIMINATION STATEMENT**

It is our people that make us successful and so we are committed to making **evo** an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion. **evo **expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

**evo **are proud to be a ‘Disability Confident’ accredited employer. We have a strong CSR and ESG ethos which is reflected in our Company values and the work we do.

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