Customer Service Advisor

4 weeks ago

Enfield, United Kingdom Oakray Limited Full time

**Oakray has been providing buildings support to local authorities, social landlords, NHS trusts and private sector clients for over 40 years. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to our commercial and domestic clients, with whom we have developed longstanding partnerships.**

**Job Summary**

To be part of a call centre team acting as first point of contact to receive work from clients, update work management systems and allocate workstreams to a team of engineers depending on geographic area. The role will ensure that client requirements are met and in accordance with our company standards. Working Hours Monday-Friday, 37.5 hours per week.

**Main Responsibilities**
- Accurately records and logs interaction with our customer, must be accurate, detailed, and comprehensible
- Keeps sensitive information private & confidential
- Works with management to maintain best practices for efficient communication with our customers
- Deal directly with customers either by telephone, electronically
- Respond promptly to customer inquiries
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle service inquiries
- Process job orders
- Organise workflow to meet customer timeframes
- Direct requests and unresolved issues to the designated resource
- Maintain client & Oakray databases
- Communicate and coordinate with internal departments
- Provide feedback on the efficiency of the customer service process
- Manage large volumes of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Frequently attend training to improve knowledge and performance level
- Providing the right solutions to customers
- Meet targets in terms of quality & Performance
- Following communication scripts
- Conducting customer research
- Attending training sessions to continuously improve knowledge and performance
- A background in a customer service environment will be very desirable, and this does not have to be in a call centre environment. You may also need GCSE passes in Maths and English.

**Person Specification**
- Problem-solving
- Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers.
- Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
- Collaboration
- Patience
- Ability to socialise well
- Previous experience in a customer support role
- Strong phone and verbal communication skills along with active listening
- Familiarity with Inhouse systems and Customer Service practices
- Customer focus and adaptability to different personality types

**Working For Us**

**We aim at all times to recruit the person who is most suited to the job. Recruitment will be solely on the basis of the applicant’s abilities and individual merit as measured against the criteria for the job. Qualifications, skills and experience will be assessed at the level that is relevant to the job.**

**We will ensure that our shortlisting, interviewing and selection procedures avoid discrimination in any way, including on grounds of age, disability, gender, marital status or civil partnership, race, nationality or ethnic origins, religion or belief or sexual orientation.**
- 21 days holiday increasing by 1 day every 2 years’ service up to a maximum of 25 days, plus statutory days
- Pension scheme - Auto enrolment
- Employee Assistance Programme
- Life insurance
- Employee Referral Scheme

Staff Discounts

**You will be part of a friendly and busy team.**

**You will receive excellent training and support in this role and there will be plenty of scope to improve and enhance your current abilities. In addition, as the company continues to grow there are plenty of opportunities for career progression and advancement. Oakray is a company that recognises individual talent, encourages professional development and rewards success.**

**If you believe that you have the talent, energy and spirit and are eager to learn, then we want to hear from you**

**Job Types**: Full-time, Permanent

**Salary**: £23,302.50 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person

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