Customer Service Advisor

5 months ago

Liverpool, United Kingdom Crown Commercial Service Full time

**Position**:Customer Service Advisor

**Band**:1

**Salary**: £22,758

**Location**:Liverpool/Birmingham/Newport/Norwich

**Term**:Fixed Term (12 months)

**Closing Date: 25/07/23**
- Do you want to work in a busy, successful environment and join an innovative organisation? Are you looking for a role that will support you and develop your skills within customer facing environments?_
- This Customer Service Advisor position could be perfect for you._

**Job Summary**

**Main Purpose**
- Provide high quality enquiry handling to customers & suppliers, ensuring consistency, accuracy and relevance of message content and delivery.

The CCIAF is designed to drive continuous improvement in commercial practices across the Government Commercial Function and wider public sector by enabling organisations to benchmark their commercial operations against good practice.

The CCS Customer Service Centre (CSC) is at the forefront of supporting those customers in ensuring they understand our services and can access them easily. Our CSC team provides an excellent service to customers with 93% of enquiries dealt with at the first point of contact and a net promoter score of +60. Now, as a result of our growth plans, we are increasing the capacity of our Customer Service Centre team with a number of new roles that will be key to improving our customer service levels even further.

The role involves managing enquiries from end users, commercial specialists within Government and the wider public sector, to provide guidance and support. This will include password resets, general user guidance, error handling and some administration responsibilities on the platform.

**Key** **accountabilities**:

- Provide a complete and informed response on first contact to all customers and suppliers.
- Managing workflow and escalation of enquiries that cannot be resolved at the first line to the relevant point of contact within the organisation.
- Ensure customer satisfaction and continuity of service is managed.
- Compliance with internal QA, organisational service and advice standards, ensuring high quality of support offered.
- Follow procedures for capturing and recording all customer generated communication and action accurately into the CRM system.
- Ensure individual and team targets / KPIs for customer service are maintained.
- Acknowledging complaints & where needed, the transferring of the complaint through to a senior advisor for resolution.
- Develop specialist expertise in agreed business areas.
- Experience of working in a call centre environment, specifically working to targets and measures in cross functional, fast paced environment.
- Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
- Excellent communication skills, both oral and written, tailoring all communications to suit the audience.
- Customer service ethos - experience of delivering within a service environment and achieving excellent customer service results.

**Sucess profiles (To be assessed at interview stage)**:
**Experience**

**Behaviours**
- Making Effective Decisions
- Working together
- Manage a Quality Service
- Delivering at Pace

**Technical**:

- Commercial Acumen

(A link to the Civil Service Success Profiles Framework is provided below)

Success Profiles Framework

**What we will offer you, here are some of the benefits you can expect**:

- Competitive salary
- Generous pension scheme
- A discretionary non-contractual performance related bonus
- Working remotely in addition to working in advertised office location
- Flexi time scheme (available for B1-B6)
- Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

**Explore fully how we will **reward **your work.**

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people.

**Working flexibly, delivering outcomes**

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Our smarter working principles mean that our people have the advantage of both office based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

**Selection Process**
- To find out more about our recruitment process please click_here

**Complaints procedure**:
**Job Types**: Full-time, Temporary contract, Fixed term contract
Contract length: 12 months

**Salary**: £22,758.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
-

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