Customer Advisor

3 days ago

Scunthorpe, United Kingdom Ongo Full time

**Job Title: Customer Experience Advisor**

**Service: Operations**

**Team: Customer Experience Team**

**£21,569 pro rata**

**Responsible to: Customer Experience Team Leader**

**Overall Purpose of Job**

To provide professional and efficient contact handling services across all of Ongo’s services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

**Main Responsibilities**
- Deliver an excellent contact handling service for our customers taking into account relevant Policy and procedures, nature of queries and using effective first contact resolutions to complete a service request.
- To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
- To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.
- To take and process payments from customers towards rent and other charges in line with Ongo policies and procedures.
- To act on reports of health and safety incidents and issues ensuring they are escalated in a correct and timely manner according to our procedures.
- To be responsible for escalating all adult and children safeguarding matters in accordance with our policy and procedures.
- To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
- To provide essential support & cover to the Customer Service Assistants to ensure Ongo Reception services are maintained
- May be required to work in different locations to ensure delivery of service across the county.
- Undertake regular training & personal development
- To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Customer Service Team Managers.
- To ensure that all aspects of the work are delivered in a customer focused manner.
- To work consistently in line with the Company’s values and objectives.
- To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
- To observe and comply with all the Company’s policies and procedures.
- To work flexibly to ensure that a reliable and first rate service is available to customers during our operating hours.
- _**Creativity & Innovation**
- To consider day to day working procedures and to make recommendations for service improvement & efficiency gains where appropriate
- To adapt customer requirements and demands that at times can be challenging looking to resolve these through coaching approaches and also right first time
- Taking the lead for escalating emergency situations and finding to ensure the right action is taken at the right time
- Using creative thinking to try and resolve customer requests to provide an excellent service and reduce handoffs to for the Triage officers and wider specialist services
- Leading the way for the STAR commitment as an example for the whole of ONGO.

**Contacts & Relationships**
- Continuous contact with customers, receiving, assessing and resolving enquiries and service requests.
- Contact with staff at all levels of the company in the course of resolving enquiries, service requests, and progressing complaints.
- To engender strong links with other departments and peers to develop and promote good delivery of customer services.
- To be skilled in all channels of communication, telephone, digital and face to face.
- Contact with staff in partnerships groups and other external agencies to provide relevant information and services. E.g. Job Centre Plus, Police, North Lincolnshire council services.
- Being part of large team, building and maintaining positive relationships within the team and also within wider Ongo teams.
- Working together with colleagues to assist the team achieving set objectives in an equal and fair manner.
- To embed STAR ethos in all relationships both internally and externally

**Decision Making - Discretion**
- Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
- Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
- Ability to make timely and effective decisions with conflicting priorities and changing demands.
- Assesses when the delivery of a positive outcome for customers is threatened by inappropriate procedures and policies, and escalates to prevent that happening.
- Decision making of where and who a high level request is passed across to other departments or triage o

  • Customer Advisor

    7 months ago

    Scunthorpe, United Kingdom B&Q Full time

    **About the role** **Customer Advisor - Multiple roles available** **Part time - 15 hours per week** **3 Month Fixed Term Contract** **Shifts available Monday - Sunday, 7.00am - 10.00pm** **Hourly rate £11.31 per hour** **B&Q Scunthorpe** We believe anyone can improve their home to make life better. Every day, we give our millions of customers the...

  • Customer Service Advisor

    13 hours ago

    Scunthorpe, United Kingdom cvgroupjobs Full time

    **Are you looking to join a vibrant, forward thinking and all-round fabulous business?** **Do you want to work Monday to Friday 9am to 5pm?** **Do you have fantastic communication skills and a curious mind?** **Do you want to train and work from the comfort of your own home, with us providing the computer and equipment to get you started?** **If the...

  • Customer Service Advisor

    15 hours ago

    Scunthorpe, United Kingdom North Lincolnshire Council Full time

    Would you like to work for a great team in a beautiful location? If so, Normanby Hall Country Park has an exciting opportunity for a Customer Service Advisor. The role requires someone with excellent customer service and administrative skills. The successful applicant will need to be flexible and enjoy a front facing role dealing with our customers across...

  • Customer Experience Advisor

    3 months ago

    Scunthorpe, North Lincolnshire, United Kingdom beBee Professionals Full time £20,000 - £25,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Scunthorpe, UK.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and professional manner.Provide accurate and up-to-date information about our products and services.Work...

  • Customer Advisor

    7 months ago

    Scunthorpe, United Kingdom B&Q Full time

    **About the role** **Customer Advisor - Checkouts** **Part time - 16 hours per week** **3 Month Fixed Term Contract** **Shifts available Monday - Sunday, 7.00am - 10.00pm** **£10.60 per hour** **B&Q Scunthorpe** We believe anyone can improve their home to make life better. Every day, we give our millions of customers the ideas, advice, tools and...

  • Christmas Customer Advisor

    6 months ago

    Scunthorpe, United Kingdom Boots Full time

    Summary Job Reference: - 218999BR Scunthorpe, High Street Fixed Term We are now recruiting Christmas Customer Advisors for our Scunthorpe, High Street store. The exact shift patterns will be discussed at interview. **Christmas Customer Advisor** Joining us as a Christmas Customer Advisor is a great opportunity, whether it’s your first job and...

  • Christmas Customer Advisor

    5 days ago

    Scunthorpe, United Kingdom Boots Full time

    Job Reference: 184830BR Scunthorpe, Glanford Retail Park Fixed Term Full-time | Part-time We are now recruiting Christmas Customer Advisors for our Scunthorpe, Glanford Retail Park store. **Need to know** We are now recruiting Christmas Customer Advisors for our Scunthorpe, Glanford Retail Park store. **Christmas Customer Advisor** Joining us as a...

  • Customer Advisor

    7 months ago

    Scunthorpe, United Kingdom Boots Full time

    Summary Job Reference: 232450BR - Job Reference: 2 3 2 4 5 0 B R Scunthorpe, Glanford Retail Park Permanent 37.5 Hours **The hourly rate for this role is £11.44 and up to £12.02 across selected locations within London. The hourly rate will increase after 6 months in role.** Joining us as a Customer Advisor is a great opportunity, whether it’s your...

  • Customer Service Advisor

    2 months ago

    Scunthorpe, North Lincolnshire, United Kingdom beBee Professionals Full time £18,000 - £25,000

    We are seeking a Customer Service Advisor to deliver exceptional customer service and support the store's day-to-day operations in Scunthorpe, United Kingdom.Key Responsibilities:Provide product knowledge and advice to customers.Operate the cash register and handle transactions.Maintain the store's visual presentation and stock levels.Assist with stock...

  • Casual Customer Service Advisor

    15 hours ago

    Scunthorpe, United Kingdom North Lincolnshire Council Full time

    Exciting opportunities have arisen within the integrated Community Hubs. Would you like a job where you can make a difference to individuals within the local community? Do you have excellent customer care skills, strong ICT skills and experience of providing information and guidance? As a Customer Service Advisor you will have daily contact with visitors...

  • Customer Experience Advisor

    2 weeks ago

    Scunthorpe, United Kingdom Ongo Recruitment Ltd Full time

    Job Title : Customer Experience Advisor - Temporary and Permanent roles availabile Overall Purpose of Job To provide professional and efficient contact handling services across all of Ongo's services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on...

  • Customer Experience Advisor

    7 months ago

    Scunthorpe, United Kingdom Ongo Recruitment Full time

    **Job Title**:Customer ExperienceAdvisor Ongo is the largest housing provider in North Lincolnshire, offering quality, affordable homes for rent and sale. Local communities are at the heart of our business which is why all profit we make is reinvested into improving neighbourhoods and creating opportunities for local people. - The Customer Experience Team...

  • Customer Experience Advisor

    4 weeks ago

    Scunthorpe, United Kingdom Ongo Recruitment Ltd Full time

    Job Title : Customer Experience Advisor - 6 months Overall Purpose of Job To provide professional and efficient contact handling services across all of Ongo's services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on resolving the majority of...

  • Customer Experience Advisor

    3 days ago

    Scunthorpe, United Kingdom Ongo Recruitment Ltd Full time

    Job Title : Customer Experience Advisor - Temporary and Permanent roles availabile Overall Purpose of Job To provide professional and efficient contact handling services across all of Ongo's services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on...

  • Advisor for Enhanced Customer Interactions

    2 weeks ago

    Scunthorpe, North Lincolnshire, United Kingdom Ongo Recruitment Ltd Full time

    About the JobOngo Recruitment Ltd is seeking a highly skilled Customer Experience Advisor to join our customer support team. As a key member of our team, you will be responsible for providing exceptional support to our customers across all of our services.You will be handling customer enquiries, resolving issues efficiently, and providing ongoing support to...

  • Employment Advisor

    6 days ago

    Scunthorpe, United Kingdom Trigon Recruitment Full time

    **Role: - Employment Advisor** **Location: - Scunthorpe** **Salary: - £26,000** **Role overview of an Employment Advisor** Trigon Recruitment are recruiting for a reputable national training provider for an Employment Adviser. This role will carry a caseload of customers who are unemployed and referred by Job Centre Plus. An Employment Adviser will...

  • Employment Advisor

    6 days ago

    Scunthorpe, United Kingdom Trigon Recruitment Full time

    Role: - Employment Advisor Location: - Scunthorpe **Salary**: - £27,000 OTE Role overview of an Employment Advisor Trigon Recruitment are recruiting for a reputable national training provider for an Employment Adviser. This role will carry a caseload of customers who are unemployed and referred by Job Centre Plus. An Employment Adviser will use a...

  • Employment Advisor

    4 days ago

    Scunthorpe, United Kingdom Trigon Recruitment Full time

    **Role: - Employment Advisor** **Location: - Scunthorpe** **Salary: - £26,000** **Role overview of an Employment Advisor** Trigon Recruitment are recruiting for a reputable national training provider for an Employment Adviser. This role will carry a caseload of customers who are unemployed and referred by Job Centre Plus. An Employment Adviser will...

  • Employment Advisor

    2 days ago

    Scunthorpe, United Kingdom Trigon Recruitment Full time

    **Role: - Employment Advisor** **Location: - Scunthorpe** **Salary: - £26,000** **Role overview of an Employment Advisor** Trigon Recruitment are recruiting for a reputable national training provider for an Employment Adviser. This role will carry a caseload of customers who are unemployed and referred by Job Centre Plus. An Employment Adviser will...

  • Service Advisor

    4 days ago

    Scunthorpe, United Kingdom Perfect Placement Automotive Recruitment Full time

    **Service Advisor - Scunthorpe** - ** Basic Salary: up to £28,000**: - ** Monday - Friday 08.30-17.30**: - ** Every other Saturday 08.30-12.30**: - ** Position with a Reputable and Stable Business** Our client is looking to take on a new Service Advisor to join their friendly team. This is an excellent company to get in with. They offer excellent job...