Customer Service Advisor

2 weeks ago

Middlesbrough, United Kingdom CV-Library Full time

We are looking for a Customer Service Advisor to join a national Customer Contact Team based in a call centre environment in the heart of Middlesbrough (TS1) 

This role is STARTING 7TH JANUARY 2025

Start a new & exciting career within the Banking & Financial services sector, within our clients award-winning international company that operates within 7 countries and have 27,000 colleagues. 

Salary: £23,020pa + performance based bonus
Any 5 days out of 7 – Includes Weekend Work on rotation 
Shifts times between 07:00 to 23:00
Latest start time 15:00 
Contracted to 38.33 hours per week **Hybrid working Offered after initial 12–16-week on-house training** 

As a Customer Service Advisor, you will be the first point of contact for customers. Through great conversations, you will understand the customers situation, take full ownership during the investigation of the situation and support the customer to a resolution.  
  
Working as part of the customer service team, you will ensure all calls in are answered within company guidelines, providing excellent customer service, navigating multiple systems during the calls to find and log all details to support finding the answers, so strong computer skills coupled with the ability to deal with sometimes distressed or upset customers is a must.   
  
Due to the nature of this role, coming from a Regulated background is advantageous, but not necessary as long as you have a great telephone manner, a problem-solving mind, and a flare for resolving issues.  
  
A DBS and Financial check will be completed as part of the vetting process.      
  
Customer Service Advisor - Role & Responsibilities:   

Make sure to put customers first - taking ownership of their queries building rapport quickly and providing the highest level of customer experience 
learn to act with skill and diligence - treating customers sensitively and caring about helping them move forward with their futures. 
Diagnose a full range of customer needs, providing appropriate product information, help and support to meet the needs identified 
Possess good attention to detail and grow the confidence to spot and call out issues and trends to improve customers' journey and experiences and escalate in briefing activities 
Make sure all customers are acknowledged and responded to within pre-arranged service levels and timeframes  
Make sure all interactions are fully, accurately and consistently logged and updated on the customer service systems 
Respond positively to customer objections using a range of questioning techniques, demonstrating empathy and understanding  
Take responsibility for managing your own workload to ensure all response times are met or exceeded  
Take personal ownership to keep knowledge of products, policy and procedures up to date  
Build and maintain strong working relationships with other parts of the organisation to support the delivery of outcomes and great customer experiences  
Proactively identify and escalate risks, taking responsibility for complying with all policies, procedures and regulatory requirements  
Customer Service Advisor - Experience & attributes:  

Proven ability to deliver an outstanding customer experience in difficult situations 
Experience within customer service or hospitality welcome  
Be able to effectively communicate verbally and written 
Hold excellent attention to detail, with the ability to assess and understand information  
The ability to manage own workload and prioritise accordingly 
The confidence to make decisions within agreed discretionary limits 
 APPLY ONLINE TODAY and a member of the team will be in touch  
 
Would also suit: Customer Service Advisor, Customer service, Contact Centre Advisor, Call Centre Advisor, Customer Advisor, Complaints Advisor, call handler, telesales, B2C, B2B, Sky, call centre, Tech adviser, Sales adviser, retail, Retail assistant.  

Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy

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