Senior Customer Service Representative

2 weeks ago

Ringwood, Hampshire, United Kingdom Careline Support Ltd Full time

About the Role

We are seeking a highly skilled and experienced Senior Customer Service Representative to join our team at Careline Support Ltd. As a Senior Customer Service Representative, you will play a vital role in providing exceptional customer service to our retired homeowners across the UK.

Key Responsibilities

  • Provide telephone-based customer support to our clients, responding to a variety of situations including medical emergencies, security entry calls, and general inquiries.
  • Log each call in our CRM system, ensuring accurate and timely recording of customer interactions.
  • Work collaboratively with our Monitoring Services Management team to coach and support the Careline Service team.
  • Participate in call auditing, reporting, and administration duties to ensure seamless service delivery.
  • Support the training and induction of new team members, promoting a culture of excellence and customer-centricity.

Requirements

  • Previous experience in telephone-based or fast-paced customer service environments.
  • Experience of supporting or supervising a small team, with ability to role-model exemplary behaviours including self-motivation, reliability, resilience, and flexibility.
  • Promote calm behaviour in a crisis situation and work well under pressure.
  • Exemplary problem-solving skills relating to people and operations.
  • Ability to pick up new IT systems and technical knowledge with ease and be familiar with customer databases.
  • High standard of written and spoken English.

What We Offer

  • Annual holiday of 22 days per annum.
  • Supportive and friendly team environment.
  • 'On the job' training from your initial induction and throughout your time with Careline.
  • Career development opportunities.
  • Bright, contemporary offices based in Ringwood.
  • Free on-site parking.
  • Group pension scheme.
  • Eye care vouchers.
  • Rewards for colleague referrals.
  • John Lewis vouchers for expectant Mums and Dads.
  • Health screening every 3 years.
  • Life assurance 1 x salary.

Company Values

We are committed to maintaining a first-class level of service at all touch points, upholding our values of Trust, Openness, Respect, Communication, and Honesty.

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