Customer Services Advisor

3 weeks ago

Fareham, United Kingdom Specsavers Full time

For over three decades our purpose hasn’t changed: we are here to make a positive difference to the lives of all. Through the exceptional products, services and value we offer, we are proud of how far we’ve come as a business, now we want to see you grow with us.

We have a great opportunity for those looking to explore a large organisation, you will have exposure to many teams and functions allowing you to really understand the core functions within a global business and those wanting particularly to explore a career within Customer Service and HR.

The Customer Service Advisor will be office-based in their first 3 months and then revert to 2 days at home and 3 days in the office once you have completed training. You will be based in our beautiful offices in Whiteley, on the Whiteley business park.

**Main Purpose of the Role**

In order to ensure we provide a great end to end people experience for our Partners, Managers and colleagues this role acts as first point of contact for all people related queries.

This role operates as an ambassador for great customer service working with colleagues across the People Operations and other business teams providing a great people service.

**Key Responsibilities**
- Accountable for providing a first-time resolution or escalation to the self service hub or triage to Subject Matter Expert
- Accountable for delivering an excellent people experience to all stakeholders complying with the expected quality standards relating to service and behaviour
- Maintaining an expert level of understanding of Success Factors and HR processes and self service people related documentation
- Supporting the People Services Manager to maintain and deliver a great service and identifying ways to improve service at every opportunity
- Building collaborative relationships with Partners, Managers and colleagues
- Use judgement to provide accurate support aligned to company policies and procedures to resolve Tier 1 queries
- appropriate resolution can be put in place
- Translate queries and contacts from a variety of different users into tickets which can be resolved by Tier 2 and 3 support teams (Payroll. ER, HR Admin, Technology and FCR)
- Keep up to date with trading information to ensure understanding of current business activity and any impacts this may have on key People related processes

**Key Skills, Ability or Experience**
- Excellent customer service skills
- Confident written and verbal communication skills
- Excellent listening skills and able to ask probing questions to fully understand queries
- Excellent attention to detail and high level of accuracy
- Ability to operate at pace and own end to end queries
- Good computer literacy and ability to quickly pick up new systems
- Proven experience in working in a team and building collaborative relationships
- Ability to plan and prioritise workload and adapt when plans change
- An ability to work under pressure and meet deadlines and targets

At Specsavers, everybody is somebody. We want a team that reflects the communities we work in and the customers we serve. We offer family friendly, flexible working arrangements and we’re committed to equal employment opportunity regardless of race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. We’re committed to supporting all our people to be the best they can be by creating an environment that respects and celebrates difference.

**The other bits.**

We are on an exciting journey - we have nurtured and promoted talent within and now have this role available. We offer a competitive salary and an excellent bonus plan - you will be entitled to two bonuses - one based on your own personal performance which is paid quarterly and a company bonus that is based on the performance of the business. You will be provided with healthcare and dental cover for yourself. Entitled to permanent health insurance and life assurance along with a great pension and 25 days holiday (pro rata) with a chance to purchase additional.

**Happy to talk flexible working, lets chat

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