Contact Centre Advisor

Role OverviewWhat you will be doing...

The point of contact for Key Clients regarding general service-related issues and ensuring that all business metrics are met
Responsible for ensuring designated Client Accounts as directed by Customer Experience Manager
Liaising between departments to support customers as point of contact for designated Clients.
Oversee all scheduled appointments and ensure that deliverables are within the contracted SLA’s.
Delivering exceptional customer service and ensuring productivity targets are met.
Liaison with Scheduling and PPM teams to ensure contractual obligations.
Maintaining at all times correspondence in the system.
Updating/maintaining Client Excel spreadsheets
Updating Client Web Portals as required
Forecasting and analysing data against agreed business KPI’s on a daily/weekly and monthly basis.
Any additional tasks set by the Customer Experience Manager
About the RoleDo you have experience within a call centre environment, with a passion for helping people with the ability to make people feel listened to and valued?

Are you looking for an opportunity where you can really make a difference and take ownership of a problem and see it through to the end?

If you are a confident, compassionate and positive person who always delivers a first-class customer experience during difficult times this is the role for you…..

Reporting to the Customer Experience Manager, as the Customer Services Advisor – National Accounts you will be responsible for supporting the administration of Key National Accounts within the Service Department, ensuring activities requested are delivered in a professional and efficient manner.

This is a full-time position, Monday to Friday based on site at our office in Birmingham - B6 7SS.

Essential SkillsWhat you will need…

A can-do attitude and taking ownership of designated tasks
Actively build and develop relationships with customers
Excellent time management and planning skills.
Confident and self-motivated and dealing positively with customers
Prioritising and organising own workload & ability to prioritise tasks
Displaying flexibility to ensure the achievement of targets.
Implementation and management of business processes and procedures to drive efficiencies and customer satisfaction.
Displaying transparency and respect for others
A helpful and flexible attitude to handling customer queries
Ability to spot the opportunities for process improvement
Computer literacy and ideally knowledge of service management systems
Demonstrate a passionate commitment to the business