Customer Service Advisor

1 week ago

Slough, United Kingdom Arvato Ltd Full time

**Hybrid Customer Service Advisor Role**:
**Start Date: 22nd July**:
**Full availability to attend on site training 22nd July - 23rd August required**:
**Salary: £26,759**:
**Location: Datchet SL3 9LL/ H**ybrid once training complete**:
**About us**

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies - and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

**Future shapers. Experience makers.**

**The Role**

Right now, we’re looking for our next future shapers and experience makers to join our Contact Centre team in a hybrid role based at our Datchet location.

This role is not just a ‘job,’ it’s the start of a journey to develop a career in customer service.

**Experience**:

- Experience of communicating with a high volume of customers to deliver an outstanding service, ideally in a contact centre using a variety of channels.
- Proven experience of working within a Financial Services regulated environment is preferred, however a customer service background will be considered as full training will be provided.
- Experience of organising and co-ordinating tasks; in a high volume, highly detailed, deadline-oriented environment.
- Flexible in working hours, to meet the needs of the organisation.
- Minimum of 5 GCSEs grades A-C including Maths and English language.
- Demonstrated ability to work in a dynamic and fast paced environment while ensuring a high level of Customer Service is delivered to both external and internal Customers; appreciating the importance to the Customers of their vehicle

**Primary Accountabilities and Deliverables**:

- To work as part of a team delivering a best-in-class customer experience and “right first time” transaction processing and administration.
- Provide extensive and in-depth Product and Service knowledge, acting as a brand ambassador with the utmost integrity to guide, advise and nurture the customer and building a comprehensive understanding of their requirements.
- Respond and resolve customer queries regarding financial settlements and contract terminations. Provide guidance and explain options within the frameworks of a regulated environment, guiding the customer through the journey and skilfully retaining customers through positive relationship building and nurturing.
- Managing the end-to-end customer journey in relation to material changes to their finance agreements, liaising with all parties concerned to conclusion.
- Managing sensitive customer scenarios by taking ownership of the end-to-end customer journey with empathy, integrity, and transparency.
- Demonstrate strong dispute and objection-handling skills, exploring various options to resolve customer queries whilst securing desired customer outcomes.
- Take ownership of customers concerns and act as a primary contact, providing name and telephone extension to help build confidence.
- Act as intermediary between customer and appropriate departments to ensure customer satisfaction.
- Actively create trust with the customer, demonstrating an open and honest approach.
- Ensuring ownership is taken and promises made are delivered against.
- To provide premium levels of customer skills and ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times.
- Follow internal policies and processes to ensure that any administration tasks are completed appropriately.

**In return, we’ll offer you**:

- 28 days holiday (including 3 public/bank holidays) plus the opportunity to purchase additional days off
- Excellent on the job training and on-going core skills development
- Life assurance and access to a company pension scheme (after qualifying period)
- Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less
- An employee assistance programme to ensure your wellbeing
- Monthly employee-voted awards to recognise your achievements
- Unique career opportunities within this client partnership
- You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks
- You must be based in the UK
- You will need a quiet and comfortable ergonomic workstation when working remotely
- Full availability during training required, this will be fully site -based in Datchet and will be Monday to Friday 9-6 for the first 4 weeks

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