Senior Customer Service Advisor
3 weeks ago
About the Role
We are seeking a highly skilled and experienced Senior Customer Service Advisor to join our team at Careline Support Ltd. As a Senior Customer Service Advisor, you will be responsible for providing exceptional customer service to our retired homeowners across the UK.
Key Responsibilities
- Provide telephone-based customer support to our retired homeowners, responding to a variety of situations including medical emergencies, fire panel alarms, and security entry calls.
- Log each call in our CRM system, ensuring accurate and timely recording of information.
- Work as part of a team to provide a friendly, responsive, and attentive approach on every call.
- Support the Monitoring Services Management team in coaching and performance-related activities for the Careline Service.
- Participate in training and induction of new team members.
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.
- '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. Our company values are TORCH – Trust, Openness, Respect, Communication, and Honesty.
About Us
Careline Support Ltd provides a telephone support service to over 10,000 retired Homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement.
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