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Senior Advisor

1 month ago

Washington, Sunderland, United Kingdom END. Full time
Senior Advisor - CS Team Job Description

This is a vital role within the Customer Service team at END., focusing on the operational aspects of delivering exceptional customer experiences. As a Senior Advisor - CS Team, you will lead the workflow for our Customer Service Advisor team, ensuring the seamless delivery of customer inquiries, resolving complex queries, and driving customer satisfaction.

You will oversee a sub-team of advisors, mentoring and coaching them to excel in their roles, utilizing one-on-one meetings and group workshops to promote teamwork, communication, and quality of work. A key responsibility will be to foster a culture of excellence within the team, adhering to contractual SLAs and striving for continuous improvement.

Strong leadership skills, a 'can-do' attitude, and experience in fast-paced customer-focused environments are essential qualities for this role. The ideal candidate will possess exceptional communication, planning, and organizational skills, enabling them to drive results-oriented solutions and maintain a high level of customer satisfaction.

Responsibilities:

  • Lead the workflow for the CS Advisor team, ensuring timely and effective resolution of customer inquiries.
  • Mentor and coach sub-team members to achieve exceptional performance, utilizing one-on-one meetings and group workshops.
  • Develop and implement strategies to continuously improve internal processes, optimizing efficiency and customer satisfaction.
  • Provide expert guidance on complex queries and facilitate successful customer escalations.
  • Cultivate strong relationships with internal stakeholders, including other Team Leaders and CS Management, to drive collective improvement in customer success.
  • Regularly meet with team members to discuss progress, identify areas for growth, and address any concerns or challenges.
  • Work closely with the People Team to implement effective processes for return-to-work interviews and absence management meetings.
  • Strive to create a motivating atmosphere that encourages collaboration, creativity, and continuous improvement.

We offer a competitive salary package, including:

  • $50,000 - $65,000 per annum, based on experience
  • Up to 4 weeks paid annual leave, plus bank holidays and birthday off
  • Contributory pension scheme
  • Staff discounts on products and services
  • Employee assistance program, supporting mental health and wellbeing
  • Professional development opportunities and career progression paths
  • Free onsite parking and other benefits

Your salary will be dependent on your level of experience, but we are looking for someone with a strong background in customer service management who can bring a wealth of knowledge and enthusiasm to the role.