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Customer Support Advisor

4 months ago

Warrington, United Kingdom Trust Alliance Group Full time

**Who are Trust Alliance Group?**

Trust Alliance Group comprises of a 6 individual companies, which provide impartial dispute resolution to consumers and small businesses who haven’t been able to resolve their complaint directly with their energy supplier, communications provider, or parking operator.

Our teams help to resolve over 150,000 complaints and appeals every year and this number continues to grow as we work with new suppliers and providers.

As well as providing dispute resolution, we are also committed to helping businesses to improve their service and customer experience by sharing insights and working together to address industry-wide issues.

We are also incredibly proud to be ranked inside the top 40 of the Great Place to Work accreditation, ensuring that our working practices and environment encourage a diverse and inclusive working culture where employees are encouraged to be themselves.

This vacancy sits within our **Flexible Resolution Services** business unit, who deliver a range of products and services that support effective dispute resolution.

**What will I be doing as a Customer Support Advisor?**

Our Customer Support Advisors, also known in our business as Dispute Support Executives, are our first point of contact with consumers who call us after not being able to resolve complaints directly with their Communications provider or Energy supplier. They’re a customer-centric team who provide helpful information, direction, and high-quality service to internal and external customers.

Members of this team are calm, approachable, and empathetic people who are excellent listeners. They’re able to relate to a consumer and understand their issue in an impartial way, helping them to understand where we can help and advising them as to their next steps.

Our teams work in a fast paced, target driven environment, supported by communities with dedicated Coaches and Leaders. They use their analytical and communication skills to direct cases to the right team through appropriate channels.

**What are we looking for?**
- If you have experience of working in customer relations in similar industries, you’d probably be really comfortable in this role.
- Great listeners, who enjoy communicating on the phone.
- Experienced relationship builders who’s great at engaging with people, making them feel heard and valued.
- You’re able to ask questions to understand when someone may be vulnerable or where additional support might be needed.
- Whilst you’re naturally empathetic and good at understanding people’s issues, you can remain impartial.
- You can manage expectations and share disappointing news in a way that’s helpful and brings understanding.
- You will be a flexible, clear and analytical thinker, who’s able to assess a situation and make decisions confidently and quickly.
- You take pride in the quality of your work and care about the details.
- Our values come naturally to you.
- You’re a calm, resilient, collaborative, supportive, positive, and effective contributing team member.

**What can we offer you?**

**The salary **for this role is **up to £22.5k per annum** which is dependent on your skills, knowledge, and experience. We will also pay you an additional **£500 bonus **on satisfactory completion of your 6-month contract.

**Hybrid Working.** Our teams come into the office for 1 day per week with the other 4 days working from home.

**26 Days holiday** plus Bank Holidays with the opportunity to purchase additional days.

**Enhanced contributory pension.**

**Health and Life Assurance options** alongside an individual benefits package to suit your lifestyle.

On site facilities including **subsidised restaurant, free gym, and free parking**

**Exceptional modern offices** with bespoke facilities to encourage creativity and wellbeing.

**Learning opportunities and tools **to support your professional and personal development.

**A career path** with Ombudsman Services which can provide opportunities across the business

**Recruitment Process**

The closing date for this role is **Friday 11th August 2023**, however, please be aware that this role could close early if we receive an overwhelming response to the advert.

The start date for these positions is **Monday 21st August and Monday 4th September 2023**

**Diversity & Inclusion**

We celebrate the diversity of our working community, enjoying the richness of shared experiences and freedom to be ourselves. We’re committed to fairness and equity for all ages, abilities, gender identities, races, beliefs, sexual orientations and statuses.

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: Up to £22,500.00 per year

**Benefits**:

- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Loyalty bonus

Work Location: Hybrid remote in Warrington