Customer Service Representative

7 months ago

Durham, United Kingdom The Federation of Independent Retailers Full time

**Job Title** Contact Centre Service Advisor

**Department** News Operations & Member Contact Centre

**Report to** Contact Centre Manager

**Location** Durham - Head Office, Belmont Business Park

**Salary** £23,000 pro rata based on 20 hours working week.

**Main Purpose**
- Providing high quality of customer service to FED members resolving their concerns and complaints
- Use Customer Relationship Management to solve problems and keep members and internal/external stakeholders up to date.
- Spot opportunities to recruit -members into the organisation and to retain existing members.

**Duties & Responsibilities**
- To be the first point of contact for FED members and liaise with suppliers to gain a mutual resolution.
- Establish and maintain effective working relationships with Members, Partners, and suppliers to drive retention of members and aid positive resolutions to complaints.
- Look for opportunities to recruit new members to the organisation.
- Gather relevant and correctly record information from members.
- Conduct follow up calls to members Satisfaction.
- Maintain a detailed understanding and knowledge of Federation business.
- partner benefits ensuring members are making the most of their FED membership.
- Working on a Rota, covering hours of work between 07:00 & 17:00 along with occasional weekends and bank holidays if required.

**Person Specification**:

- Qualifications & Experience Required_

**Essential**
- A confident communicator at all levels.
- IT literate - experience of using Microsoft packages in particular Word & Excel
- Ability to work flexible hours when required.

**Desirable** I would say these are all essential
- Strong interpersonal and communication skills - both written and verbal.
- Prior inbound complaint handling experience
- Enjoys providing first class customer service and is motivated by the opportunity to take ownership of cases and provide a satisfactory outcome.
- Able to develop a positive on-going working relationship at all levels across the Fed.
- Excellent organisational skills with the ability to plan and prioritise workload.
- Must be a team player with the ability to manage own workload and work unsupervised and to be self-motivated.
- 1-2 years prior experience in a similar role

**Benefits**
- 15 holidays per annum, plus bank holidays (time in lieu to be accrued for any bank holidays worked)
- Birthday Off
- Annual bonus of up to 5% basic salary
- Company pension scheme ER 4% contribution
- Company sick pay up to 8 weeks full pay after 3 years. Pro rata.
- 24/7 Employee Assistance Programme
- ‘Last Friday of the Month’ lunch
- Free car parking on-site
- Free hot drinks, kitchen facilities
- Bereavement leave
- Company events
- Cycle to work scheme.
- Health & wellbeing programme
- Death in Service insurance

**Job Type**: Part-time

**Salary**: £11.79 per hour

Expected hours: 20 per week

**Benefits**:

- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Sick pay

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: FedCs2

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