Customer Support Advisor

Job title:

Customer Support Advisor - Supplier Support

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Team Leader

Job summary:

To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.

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Key
responsibilities

·       
Build a rapport and strong relationship with
customers by advice and support throughout the onboarding process

·       
Make 40-50 outbounds calls per day to supplier
customers to explain the benefits of the scheme; to help them with their
registration for the first time; to assist with renewal of their annual
subscription

·       
Accurately log and maintain records of customer
contact, activity and outcomes on our CRM system

·       
Provide accurate and clear information to
supplier customers, explaining the benefits and processes involved to complete
an online questionnaire required by our buyer customers

·       
First line support for a variety of customer
enquiries including IT and procedural issues, concerns and complaints, updates
on application and process status

·       
Speaking with customers with regard to payment
of their subscription fee as a new or renewing customer

·       
Actively participate in team meetings to share
and exchange information ​

·       
Work consistently to ensure personal targets
relating to call rates are consistently met and exceeded

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General

·       
Work together as part of the Operations team to
ensure overall KPIs and process deliverables are consistently achieved

·       
Be pro-active at all times and 'go the extra
mile' to uphold a first class customer experience

Key
requirements

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Knowledge
and experience

·       
Previous experience in a customer service
environment

·       
Working knowledge of data management and data
analysis

·       
Demonstrable experience of process
improvement 

·       
Proven track record of working to deadlines and
targets

·       
Customer contact through inbound and high volume
of outbound calls

·       
Ability to adapt to the needs of a growing
business

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Qualifications
and skills

·       
Education to degree level (or equivalent)

·       
Highest accuracy and attention to detail

·       
Strong organisational skills

·       
Detailed working knowledge of Excel to
Intermediate or Advanced level

·       
Good knowledge of other MS Office applications

·       
Articulate with a confident telephone manner

·       
Strong communicator with good interpersonal
skills

·       
Commitment to provide excellent customer service
at all times

·       
Flexible in approach

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Salary and
remuneration

This post will attract a competitive salary and our benefits include:

·       
Blended working

·       
Performance related bonus scheme

·       
25 days holiday per annum including 3 days
between Christmas and New Year

·       
Contributory pension scheme

·       
Paid compassionate leave

·       
Free car parking

·       
Flexi Friday scheme

·       
Refer a Friend scheme (applicable to some posts)

·       
Varied programme of social events

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Further
information

The Operations team deliver our core business to the highest quality and
through first class customer service.  
All postholders should be computer literate with a good working
knowledge of MS Office especially Excel.  
Extensive training will be given on specific applications.

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The postholder will be required to work Monday to Friday, 37.5 hours per
week. 

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There may be opportunities for the postholder to progress their career
to a Senior Customer Support Advisor or to look at specialist operational roles
or a role in account management.

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The
Company's policy on blended working currently requires the postholder to work a
minimum of 2 days per week in the office and this policy may be reviewed from
time to time.

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The Company

Hellios Information is a supplier information and risk management
company operating in financial services, defence and retail industry
sectors.   The company was founded to
benefit major blue chip companies and their suppliers by providing a single
streamlined approach by providing and sharing data across an industry community
in areas such as modern slavery, cyber security and GDPR.

Hellios has grown up from a start-up in 2012 to having more than 130 people with subsidiaries in The Netherlands, Spain, Ireland, Australia, and Denmark. The Company is continuing to grow quickly, and a key part of this role is to contribute to the Company's future growth.

The ethos of
Hellios and each of our employees is to provide the highest quality service and
technology based on long term sustainable relationships with our buyer and
supplier customers. To find out more about Hellios and the core values that
underpin the culture of our people, partners and the way we work with our
customers please visit our website at

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