Customer Service Advisor

1 month ago


Liverpool, Liverpool, United Kingdom Crown Commercial Service Full time

Job Summary

This is an exciting opportunity to begin a career in customer service with Crown Commercial Service.

In this role, you will work as part of a fast-paced customer service team and undertake the Level 2, Customer Service Practitioner Apprenticeship.

As a customer service advisor, you will be responsible for providing an efficient and effective single point of contact for external customer enquiries via the inbound and outbound telephone facility, email, letter, and website.

You will also be responsible for providing high-quality enquiry handling to customers & suppliers, ensuring consistency, accuracy, and relevance of message content and delivery.

The successful candidate will have excellent communication skills, both oral and written, and the ability to deal with wide-ranging enquiries and follow through to resolution.

You will also be required to develop specialist expertise in agreed business areas and work in a cross-functional, fast-paced environment.

Key Responsibilities:

  1. Provide a complete and informed response on first contact to all customers and suppliers.
  2. Enquiry resolution service for a wide range of customers across Central Government, the wider public sector, and the business / supplier community.
  3. Manage workflow and escalation of enquiries that cannot be resolved at the first line to the relevant point of contact within the organisation.
  4. Ensure customer satisfaction and continuity of service is managed.
  5. Compliance with internal QA, organisational service, and advice standards, ensuring high-quality support offered.
  6. Follow procedures for capturing and recording all customer-generated communication and action accurately into the CRM system.
  7. Ensure individual and team targets / KPIs for customer service are maintained.
  8. Acknowledge complaints & where needed, the transferring of the complaint through to a senior advisor for resolution.

Requirements:

  1. Experience of working to deadlines and defined standards.
  2. Ability to deal with wide-ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
  3. Excellent communication skills, both oral and written, tailoring all communications to suit the audience.
  4. C customer service ethos – experience of delivering within a service environment and achieving excellent customer service results or the awareness of the importance of delivering great customer service.
  5. A team player with the ability to multitask and work in a cross-functional, fast-paced environment.
  6. An ability to demonstrate a logical and pragmatic approach to challenges when under pressure.

Benefits:

  • Competitive salary – £24,985.
  • Generous pension scheme.
  • A discretionary non-contractual performance-related bonus.
  • Working remotely in addition to working in advertised office locations.
  • Flexi time scheme (available for B1-B6).
  • Minimum 25 days annual leave to a maximum service-related 30 days excluding bank holidays.


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