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Customer Support Training Specialist
2 months ago
Position Overview:
As a key representative for our clientele, you will play a vital role in ensuring customer satisfaction in alignment with our service objectives, by following established organizational protocols through collaborative efforts.
Contract Details:
Probation Duration: 6 months
Our organization has consistently invested in enhancing our services and continues to do so as part of our commitment to excellence.
Your responsibilities will include ensuring timely customer interactions, which encompass handling phone inquiries and addressing customer service and repair emails/web chats.
You will respond to general inquiries from online customers regarding repairs and provide standardized written replies in collaboration with the Senior Customer Services Advisor or the Customer Services Manager.
Engagement in training sessions will be expected, following the identification of training needs through a thorough analysis.
Take an active part in the rollout of new customer service initiatives.
Contribute to projects and working groups as requested by the Customer Services Manager.
Assist the Customer Services Manager in executing policies and procedures that align with customer care, aiming to enhance performance based on customer feedback.
Ensure that operational processes are documented for the customer service function and are regularly updated.
Maintain full compliance with equality and diversity regulations.
Meet operational Key Performance Indicators in accordance with departmental objectives.
Adhere to the organization's equal opportunities policy and actively promote equality of opportunity whenever feasible.
Recognize, respect, and advocate for the diverse roles and backgrounds of individuals within the organization.
Contribute positively towards the organization's key performance indicators and professional standards.
Work in compliance with General Data Protection Regulations (GDPR) and Data Protection Law, ensuring the integrity of personal information processed.
This may involve identifying discrepancies in data and taking appropriate actions to investigate and rectify them. Regular training on data protection is essential.
Participation in training and attendance at meetings and staff events as required is expected.
This description is not exhaustive and does not form part of the employment contract.
Qualifications:
- Experience in office administration.
- Essential customer service experience.
- Proficiency in Microsoft Office.
- Understanding of housing-related issues, including equal opportunities and housing associations.
- Strong communication skills, both in person and over the phone.
- Ability to analyze and interpret numerical data and convey findings to others.
- A commitment to delivering exceptional customer service.
Benefits:
- Contributory pension scheme with matched contributions ranging from 4% to 10%.
- Hybrid working arrangements.
- Complimentary onsite parking.
- Life assurance equivalent to 4 times the annual salary (Terms and Conditions apply).
Additional Perks:
- 30 days of annual leave in addition to public holidays.
- Employee assistance program offering 24/7 support, information portal, and face-to-face counseling sessions.
- Corporate eye care scheme providing free eye tests and contributions towards VDU glasses.
- Comprehensive annual Staff Wellbeing program.
- Enhanced provisions for maternity, paternity, and shared parental leave.
- Flexible annual benefits for dental, healthcare, shopping vouchers, technology, etc.
- Access to a wide range of corporate discounts on shopping, travel, and leisure activities.
- Social events, including lunchtime activities and festive gatherings.
- Travel loan options.
Our organizational culture is built on shared values, beliefs, and behaviors that guide our operations, supported by systems that facilitate effective execution.
Our new values, principles, and behaviors will prioritize customers and establish the foundation for our organizational culture.
We are an equal opportunities employer dedicated to treating all current and prospective employees fairly and do not tolerate discrimination based on age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caregiving responsibilities.
We are recognized as a 'Disability Confident Committed Employer'. As part of this commitment, individuals who disclose a disability during the application process will be invited for an interview, provided they meet the minimum criteria for the position.
Candidates will be asked if they require any support or reasonable adjustments to fully engage in the recruitment process.
Please complete our online application form to express your interest in this opportunity.
