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Customer Service Advisor

4 months ago

Liphook, United Kingdom Rocksteady Music School Full time

**Role**:Customer Service Advisor

**Location**:This is an office role based in a converted manor house in Liphook

**Working Hours**: Full-time position; 35 hours per week; various shifts between 8.00am-8.00pm Mon-Thurs, 8.00am to 6.00pm Fri

Our Customer Service Advisor is our first point of contact, for new and existing customers and always puts the customer at the heart. With excellent product knowledge, providing help and support by actively listening, demonstrating empathy and being solutions focused. Responsible for delivering service excellence, every time, as measured through our C-Sat framework.

**The Role**:

- Have a positive approach to work, being agile, and able to thrive in a busy, fast paced environment.
- Maintain a high level of knowledge about our products and services and be able to inform and educate customers of the benefits of being with Rocksteady.
- Focused on first time resolution, ensuring we are easy to do business with.
- Investigating customers queries and interacting with other departments within Rocksteady, when required, ensuring we also provide the right solution.
- Navigate our internal systems quickly, and record information accurately.
- Manage, investigate, and resolve customer complaints, where necessary.
- Achieve monthly SLAs/KPIs, on quality, C-Sat, productivity and first time resolution, proactively highlighting any additional training needs and taking onboard any feedback given through quality assessments.

**Your training will include**:

- A full induction training programme that will get you up and running in the job quickly.
- How to engage in good quality conversations with customers and resolve their queries effectively.
- How to work with the internal systems and record information accurately to provide excellent customer service.
- Ongoing development plan to ensure you are confident, learn and develop and excel in your role.

**Skills and Experience**
- Passionate about people; putting the customer at heart of everything.
- Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
- Excellent written and verbal communication skills.
- Exceptional telephone manner.
- Organised, accurate and high attention to deal.
- Resilient and able to deal with challenging conversations, where required.
- A positive and enthusiastic approach to work and a great team player

**Benefits**
- 25 days holiday plus bank holidays
- Annual staff bonus
- Work in our office which is a beautiful, converted manor house in rural Hampshire with vast grounds complete with its own lake and orchard.
- Free onsite parking
- Personal development opportunities
- Benefits package including discounts on everyday purchases, free 24/7 GP service and more.
- Fun - through annual staff away-day, Christmas party and opportunities to socialise with other like-minded and passionate individuals throughout the year.
- Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.

**Additional Information