Customer Service Senior Advisor

7 days ago

Liverpool, Liverpool, United Kingdom Crown Commercial Service Full time
Job Summary

We are seeking a highly skilled and motivated individual to join our team as a Customer Service Senior Advisor. As a key member of our Customer Service Centre, you will be responsible for delivering exceptional customer service and supporting the growth of our business.

Key Responsibilities
  • Deliver low complexity procurement activities on behalf of CCS customers.
  • Provide coaching, performance management, and day-to-day management of a team to achieve high-quality results.
  • Act as a subject matter expert within the team, managing by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
  • Develop a competent and capable team of motivated front-line customer service advisers.
  • Proactively identify trends and issues in team performance and apply managed interventions through coaching, performance management, and/or training to improve delivery and customer satisfaction.
  • Conduct outbound customer contact to support enquiries and develop/identify new and existing business opportunities to provide CCS services.
Requirements
  • Ability to identify trends and issues, understand how to create, read, and action reports and feedback.
  • Ability to work as part of a team and with a customer service ethos.
  • A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one-to-ones, and other forms of team contact.
  • Understands, supports, and is able to embrace targets, KPIs, and objectives as a standard operating tool with excellent analytical, verbal, and written communication skills.
Benefits

As a member of our team, you will enjoy a range of benefits, including:

  • Competitive salary.
  • Generous pension scheme.
  • 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.
About Us

Crown Commercial Service is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. We are committed to attracting, retaining, and investing in talent wherever it is found.

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