Customer Services Advisor

1 month ago

Stevenage, United Kingdom The Institution of Engineering & Technology Full time

**Customer Services Advisor**

**circa £21,000 - £23,000 dependent on experience**

**Permanent/Full time**

**Futures Place, Stevenage (With Hybrid Working)**

What if you could provide an excellent service to our customers, suppliers and staff?

What if you could lead on processing communications and enquiries that arrive with our Event & Publications Customer Services Team?

What if you were our Customer Service Advisor?

At the IET, making our world a better place starts by creating a better place for our people. At the IET you’ll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working withus has real meaning and impact, and you’ll grow - professionally and personally - in ways you never thought possible. We’re also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.

**What you’ll be doing**

As the Customer Service Advisor, you’ll be the first point of contact for customers wishing to purchase IET publications (print and digital format), in addition to ,dealing with and processing orders and payments for delegates wishing to attend IET eventsand courses. You’ll be a key part of an integral team within the Knowledge Services Directorate who liaise with many other departments across the business.

This role benefits from hybrid working, for us this means attending the Stevenage office typically 2 days per week.

**What we hope you can bring to the role**

You will have a real heart for giving the customers the best experience we can provide, using your excellent communication skills to support customers with a range of queries using inbound and outbound communication.

You’ll be willing to learn our platforms and systems, and use that knowledge, and problem-solving skills, to support the customer. Your customer service experience will enable you to handle different requirements for different customers and prioritise asneeded.

**We’d love to get to know you**

Is Imposter syndrome creeping in? Don’t worry - we’d rather hear from you this time than not hear from you at all Read on for a little more information about the role; but also, keep in mind that we’re open to discussing flexible ways of working, includingreduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.

**A little more about the role**
- To answer inbound calls from internal and external customers in a timely and efficient manner
- To make outbound customer calls in order to provide customers with information and, where appropriate, advise on products suited to their needs
- Process orders by accurately entering onto a sales order processing system
- Chase for missing purchase orders for credit account customers
- Chase outstanding payments for event delegates, sponsors and exhibitors
- Configure events for online delegate registration
- Process payments and generate receipts for customer accounts and invoices for approved credit customers. Despatch receipts/invoices and pro-forma invoices/quotes as necessary.
- Process consumer returns/event delegate cancellations and raise credit notes; process refund requests and re-invoice if necessary.
- Problem solve and respond to queries relating to delivery, pricing and event and product orders
- Take ownership of and resolve, whether at source or via referral, any customer queries or complaints ensuring set procedures are followed. Ensure any complaints outside of the responsibility of the department are referred to the relevant person/department.
- Willing to travel very occasionally within the UK or Europe and undertake face-to-face customer service tasks
- To undertake any other duties and projects at the request of the line manager.

To comply with data protection legislation and act responsibly on matters of data disclosure both internally and to third parties.

**A little more about what we’re looking for**
- Customer focused - motivated by a genuine desire to help customers and solve problems
- Good numeracy skills
- Strong administration skills, with the ability to organise and prioritise own workload; able to work on own initiative and to strict deadlines if under pressure
- Excellent communication skills, both written and verbal
- Must be a reliable team player with the ability and willingness to work across the various teams in the business with a proactive approach
- High level of accuracy for data entry
- Excellent IT skills, particularly able to adapt to bespoke management systems in CRM and sales order processing
- Experience of working in a customer service environment
- Due to the nature of the duties within this role, a Basic Disclosure check will be conducted at the start of employment and every three years after that

**What if you could be you?**_The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET’ site._

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