Customer Resolution Centre Advisor

2 weeks ago

Chelmsford, Essex, United Kingdom CHP Full time

We are looking for a Customer Resolution Centre Advisor on a part time basis of 22.5 hours per week, to provide an outstanding customer experience through first contact solution, via multi media channels including inbound and outbound calls, social media and email.

What you'll be doing

  • Provide outstanding customer service across all channels (telephone, social media, web chat, face to face and email) to provide first time completion of customer queries.
  • Follow CHP workflow and ensure feedback to improve the effectiveness of all workflows to reflect the evolving requirements of the customers supporting business partners to define the workflows appropriately.
  • Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer focused resolution coaching and advising customers appropriately.
  • Resolve customer queries at first point of contact through complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first time completion of customer queries. For more complex cases escalate in accordance to CHP procedures to specialist teams.
  • Deliver outbound customer activity as defined by the Customer Resolution Centre Business Partner to ensure effective asset administration, compliance, planned maintenance, and stock condition assessments creating an easy and integrated experience for customers across all properties managed by CHP.

What we are looking for

  • GCSE, NVQ or equivalent, or equivalent demonstrable prior learning
  • Excellent communication skills
  • High level of computer literacy covering office systems as well as CRM databases and systems
  • Experience of working in a customer focused organisation
  • Experience of customer care technique

This roles work hours will be 22.5 hours a week with the work pattern of Monday to Friday , 12:30pm - 5pm.

Benefits

  • The salary for this post will be £17,780 Per Annum.
  • Learning and development opportunities
  • Healthcare cash plan
  • Robust employee reward and recognition programme
  • Free and confidential Employee Assistance Programme
  • CHParticipate volunteering programme
  • Competitive pension scheme
  • 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
  • 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.

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