Customer Service Advisor

1 month ago

Preston, United Kingdom Suresite Full time

There has never been a more exciting time to join **Suresite Group, **as we continue to expand our team to deliver growth and innovation in growing industry. We are currently looking for **Customer Service Advisors** to join our team in **Preston on a 12 month fixed term contract**. The position is full time (40 hours per week) working shifts covering the hours between 8am -6pm Monday to Friday and in time covering shifts Saturday and Sunday. In return you will receive a competitive salary and benefits package.

**ROLE PURPOSE**

Working as part of the Customer Services Team you will provide excellent first line support to all our customers maintaining our outstanding reputation for being a Customer Service Centre of Excellence

**RESPONSIBILITIES**
- A web-based telephony system is used for external and internal calls. Cover is required throughout your weekly working hours. Internal and external calls are made to colleagues, partners and customers. A confident telephone manner is required, to ensure we deliver excellent customer service.
- Managing web chat and portal links to ensure our customers queries are answered in a timely manner.
- Maintain a tidy and organised workspace throughout. Understanding of information security and ISO policies.
- Printing/checking/collating daily reports and Suresite supplied (chargeable) resources.
- You will be involved in using a vast range of various platforms and dashboards for uploading site records and documents, adding/amending and deleting data and creating documents and templates. Working in a fast
- paced environment, continuously checking platforms and gathering information from different sources.
- Guiding customers through our online portal and understanding and delivering the setting up process with ongoing support for them.
- Application forms & contracts - customer settlement details, legal entity types, company registration numbers and VAT confirmation. These are all part of the process to setup our bespoke services.
- Update and maintain accurate customer records, via various company MI outlets
- A keen eye for detail is needed when checking through company data and ascertaining directors and shareholders. Corresponding documentation is then prepared in line with acquirers’ requirements. An understanding of confidentiality procedures and GDPR is used throughout the role.
- Transaction & reconciliation queries - we assist customers with their reconciliations to ensure all settlement funds are paid correctly. Excel and formulas used daily.
- Telecommunications support - ongoing monitoring of the network and incidents raised, queried and communicated to the customer.
- Resolving customer issues and complaints
- Promoting and adding value to the customer by having knowledge of other areas of the business
- Be an advocate for our company online Marketplace
- Willingness to learn the intricacies of a bespoke Card Payments, Health & Safety and Wetstock monitoring company.

cardpayments #merchantservices #cardmachine #contactless #banking #customerduediligence #visa #mastercard #amex #reconciliation #managedservice #dataprocessing

**SKILLS, KNOWLEDGE & EXPERIENCE**
- IT literate - Excellent understanding of Microsoft - Outlook, Teams, Word and Excel, plus Adobe
- Adaptable to change and willing to embrace and contribute to new ideas - Contribute to an environment where colleagues want to work, and customers feel valued
- Can work efficiently, effectively, and independently and as part of a team, with a can do attitude
- Ability to work appropriately with confidential and sensitive information - Ability to read, digest and adapt information
- Attention to detail and the ability to multi -task

**Job Types**: Full-time, Fixed term contract

**Salary**: £21,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
Additional Hygiene measures are in place

Ability to commute/relocate:

- Preston, PR2 5DB: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service advisor: 2 years (required)
- customer service support: 2 years (required)

Work Location: Hybrid remote in Preston, PR2 5DB

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