Live Chat Advisor

5 months ago

Leeds, United Kingdom First Bus Full time

**Job Title**:Live Chat Advisor

**Reports to**:Contact Centre** **Team Leader

**Location**:First Bus Shared Services, Victoria Place, Leeds / Remote Working as required

**Hours**:37.5 Hours spread across Monday to Friday, 7am to 7pm; Saturday & Sunday, 9am to 5pm

**Basic Purpose of Role**

Working in our fast paced & high volume customer services team, you will be the first point of contact for customers who choose to contact us via our Live Chat channels. You will be interacting with a wide variety of people every day, dealing with customer queries and potential complaints, through our Live Chat platforms. Delivering a high level of customer service will be critical to the success in this role, and in particular ensuring customer queries and complaints are responded to in accordance with all First Bus policies and processes. You will be expected to take ownership of the customer interaction and resolve all contacts in a timely manner to ensure a first time resolution. Experience in handling a wide range of data to make informed decisions, achieveing delivery of KPIs and updating system records accurarately is essential.

**Key Accountabilities**
- Engaging with a wide ranging demographic of customers to resolve social media queries in real time, using your communication and problem-solving skills to obtain the relevant information and assist the customer, ensuring first time resolution
- Providing a high level of personalised customer service at all times, putting the customer at the heart of everything we do
- Leading by example to achieve all KPIs and and target levels
- Responsibility to manage and triage all live chat enquiries and comments, in order to directly address and/or provide the necessary details to be resolved by the relevant team.
- Begin building an engaged community of customer advocates, through management of replies and asking questions to seed positive service discussions.
- Ensure all communications comply with social media guidelines, best industry standards and protocols, demonstrating values around First Bus' Tone of Voice principles
- Multitasking on computer-based programmes, recording case notes, using systems to find specific information
- Work alongside the Social Media Advisors to build and maintain relationships with key stakeholders across our Operating Companies to joinly deliver an enhanced digital and social media customer experience
- Promotion of new services, local changes / making customers aware changes to service
- Working to KPIs and targets
- Multitasking on computer-based programmes, recording case notes, using systems to find specific information

**Skills, Experience and Qualifications required**
- Previous experience of working in a high-volume, fast paced, customer focused, Contact Centre or similar
- Experience using Live Chat or Social Media channels in a professional capacity
- A vibrant, enthustiastic individiaul who is passionate about providing excellent customer service at all times
- Outstanding written communication skills, with the ability to change and adapt your style and tone of voice to suit the needs of the audience and customer
- Ability to network with the wider team across multiple functions
- Proactive in utilising information from a number of systems and resolving problems
- Abilitiy to follow processes, adhere to policy & procedures, comply with GDPR, whilst also working on own initiative to help answer customer queries
- Ability to multi-task, prioritise and manage own caseload
- Previous experience of working to KPIs, in particular focused on delivery, productin and quality
- A high level of IT skills including Microsoft packages
- Ideally you will have previous experience taking inbound customer phone calls
- Ability to work well under pressure in a fast-paced contact centre
- Familiar with key social media and service metrics, with an appetite for continuous improvement
- A strong CX ethos, with experience in a customer facing role, ideally working for a service-focused business (transport, retail and customer facing sectors preferred) which is driven by quality and service.
- Ability to work autonomously, delegate and prioritise.
- Ability to remain calm under pressure, always with a high attention to detail.

**Company Responsibilities**
- Adhere to all FirstGroup and First Bus policies and procedures
- Undertake any training and development activities at the request of the line manager

**Health, Safety and Environmental Responsibilities**
- At all times, comply with your responsibilities within the Health and Safety Policy, ensuring compliance with relevant legislation
- Report incidents, near misses and dangerous occurrences in a timely manner and ensure effective remedial action is taken
- Promote and implement, where appropriate, safe working practices by means of campaigns, initiatives and promote a positive attitude to safety through personal leadership
- Support the Company's environmental campaigns and be aware of Firs

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