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Resolution Expert

2 months ago

Slough, Slough, United Kingdom Arvato Full time

About the Role

We are seeking a highly skilled and motivated individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities

  • Provide first-line resolution to customer inquiries, including access management and general advice.
  • Identify technical support queries and guide customers through a step-by-step process to achieve a successful resolution.
  • Escalate complex issues to the Tier 2 business support team and the Tier 3 technical team when necessary.
  • Assist customers with account setup, ULN numbers, and technical support.
  • Work within defined quality guidelines and maintain good practices at all times.
  • Assess customer needs and refer to another agency or specialist as required.
  • Provide tailored information, advice, and guidance to support customers in making well-informed decisions.
  • Develop and maintain an interest in related topical issues and those likely to affect contacts.
  • Deliver specialist subject matter expertise as appropriate.
  • Undertake administrative and other tasks relevant to the working environment.
  • Work to achieve daily and weekly targets.

Requirements

  • Education 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.
  • Commitment to continuous professional development, with the ability to gain further qualifications and training as required.
  • Understanding of confidentiality related to safeguarding situations and the Data Protection Act.

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.
  • An employee assistance programme to ensure your wellbeing.
  • Monthly employee-voted awards to recognise your achievements.
  • Unique career opportunities within this client partnership.

Important Information

  • The position is subject to an enhanced DBS Check and further vetting processes as appropriate to fill our contractual and safeguarding requirements.
  • 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.

Diversity & Inclusion Statement

We are committed to creating an inclusive and diverse workplace where everyone feels valued and respected. We believe that our differences are what make our organisation stronger, and we work to ensure 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.