Customer Service Experience Advisor

5 months ago

Chester, United Kingdom Page Personnel Full time

Permanent role
- Hybrid working

**About Our Client**:
The client we are representing is a North West registered public sector organisation specialising in the public housing industry. As an established housing provider, the company employs over 200 employers company-wide and stewards over 6000 properties in the UK alone. The company strives to provide a diverse range of achievable solutions to customers alike in order to maintain sustainable and affordable payment or rental plans for customers.

The responsibilities of a customer experience advisor consist of:

- Responding promptly and attentively to customer inquiries.
- Proactively engaging with customers to build mutual support and trust.
- Documenting and transcribing customer interactions and maintaining detailed records of conversations.
- Experienced in handling multi-channel communication systems.
- Providing accurate information about products, services, policies, and procedures to forthcoming customers.
- Escalating complex or unresolved issues to an appropriate level.
- Maintaining a calm and professional demeanour even when dealing with difficult scenarios.
- Troubleshooting and resolving customer issues.
- Adhering to established service level agreements and individual KPIs.

**The Successful Applicant**:

- Able to cooperatively work amongst others.
- Strong system and technical ability.
- A results-orientated individual with experience in a demanding customer service environment.
- Able to problem-solve and troubleshoot.
- Confident telephony ability.
- Collaborative when working alongside stakeholders.
- Ability to provide a sympathetic approach to consumer concerns.
- Ability to match evolving customer demand in a fast-paced contact centre environment.
- Flexibility to work multiple shifts.
- Eager to improve and strive towards individual performance metrics.

**What's on Offer**:

- 25 days inclusive annual leave (rising to 28 after 4 years of experience)
- Permanent position
- Immediate start
- In house training & professional development schemes
- Flexi-time with the ability to build an extra day of leave per four-week period
- Pension scheme (with optional salary sacrifice - DC)
- Enhanced maternity, adoption and paternity pay
- Cycle to Work scheme
- Free Parking
- Ability to accrue 13 additional days off per year through flexi-time
- Team building and voluntary exercises.

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