Customer Service Advisor

2 weeks ago


Newcastle upon Tyne, United Kingdom Russell Tobin Full time

**Customer Service Advisor**

**Client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors**
- Answer contacts promptly and professionally
- Log/Validate all contacts on the provided case/call logging system.
- Resolve customer queries using the relevant tools and systems
- Manage end to end all contacts logged, providing regular updates to customers on ticket status.
- Invoke Escalation Procedures within defined time frames
- To comply/complete desk specific or ad-hoc request/tasks/training.
- Ensure Quality standards are adhered to regarding both Cases & Calls.
- Continuous documentation validation.
- Pro-actively seek support from escalation team via appropriate methods as required.
- Escalate tickets to other resolution team for validation and further escalation.
- Monitor ticket queues and handle tickets appropriately
- Provide support to multiple desks and accounts if required under CSI (Cross Skilling Initiative).
- Proactively contribute to the achievement of service desk SLA’s.

Rate/Salary:
**Job Overview**:
**Location**: Newcastle upon Tyne, Tyne & Wear-
**Practice Area**: Customer Service



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