Customer Service Representative

4 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Arvato Full time
The Role

We are seeking a highly skilled and motivated Customer Service Advisor to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, ensuring that their needs are met and exceeded.

Key Responsibilities and Accountabilities
  • Provide tailored information, advice, and guidance to customers, including education settings, employers, training providers, apprentices, and citizens.
  • Handle inbound phone calls, webchat, and email inquiries, responding to customer queries and resolving issues in a timely and professional manner.
  • Assess customer needs and either meet them directly or refer to another agency or specialist as required.
  • Develop and maintain an interest in related topical issues and those likely to affect contacts.
  • Deliver specialist subject matter expertise as appropriate.
  • Work to achieve daily and weekly targets, ensuring that service levels are maintained and exceeded.
Knowledge, Skills & Qualifications
  • Educated to at least Level 2, including Maths and English qualifications.
  • Relevant experience of working one-to-one with the target audience.
  • Excellent telephone manner with exceptional verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong listening skills and ability to interact with employers and training providers in a professional, non-judgmental manner.
  • Ability to assimilate key information from appropriate sources.
  • IT literate, with strong keyboard skills and proficiency in using a wide range of commercial software packages, e.g., Microsoft Office.
  • Commitment to continuous professional development, with the ability to gain further qualifications and training as required.
What We Offer
  • 28 days holiday (including 8 public/bank holidays).
  • Excellent on the job training and on-going core skills development.
  • Life assurance and access to a company pension scheme (after qualifying period).
  • Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less.
  • An employee assistance programme to ensure your wellbeing.
  • Monthly employee-voted awards to recognise your achievements.
  • Unique career opportunities within this client partnership.
Requirements
  • The position is subject to an enhanced DBS Check and further vetting processes as appropriate to fill our contractual and safeguarding.
  • You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks.
  • You must be based in the UK.
  • You will need a quiet and comfortable ergonomic workstation when working remotely.
  • Full availability during 1 week training required, this will be on site at Stockbridge House (NE1 2HJ).
Diversity & Inclusion Statement

We believe in creating an inclusive and diverse workplace where everyone can thrive. We are committed to ensuring that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion.

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