Customer Engagement Advisor

6 days ago

Hereford and Worcester, United Kingdom Pertemps Network Group Full time

**Job Description**:
Job Title: Customer Engagement Advisor

**Job Type**: Permanent, Full Time (hybrid)

**Salary**: £22,000
Location: Bromsgrove (must drive for 2 days in office due to location)
Job Description for Customer Engagement Advisor:
Are you experienced within customer service? Do you like variation within your position? Are you passionate about providing a good service? We have the excellent opportunity to join the Customer Engagement Team for a great company based in the Bromsgrove area. There will be 1-2 weeks in office training when you start which will then move to Hybrid; Monday and Thursday are spent in the office with the rest of the week being work from home. This position is Monday
- Friday with working hours of 9-5:30pm with 25 days holiday per year plus bank holidays.
Key Duties and Responsibilities for Customer Engagement Advisor:

- Handling all customer enquiries including customer orders, amendments, cancellation requests, product swaps, scheduling deliveries and all other product related enquiries within agreed parameters.
- Adhering to the returns process and liaising with suppliers when required.
- Create outstanding customer confidence in the service and products offered, striving to delight each customer and continually looking to exceed expectations.
- Provide support, training and coaching to other team members as reasonably expected and required.
- Participate as a helpdesk expert on related projects and initiatives, aimed at improving the Company processes and customer experience.
- Ensure compliance with Ofcom principles and all other legislative requirements.
- Fully adhere to the Personal Group Telephone Recording Policy and Good Practice guidelines.
- Ensure compliance with employment legislation, FCA principles, Consumer Duty, “Treating Customers Fairly” (TCF) & other relevant legislative requirements.

Skills and Attributes required for Customer Engagement Advisor:

- Experience working within a customer service environment.
- Experience and confidence in handling and resolving customer complaints at first point of contact.
- Basic knowledge of Microsoft Excel and Word.
- Able to establish and maintain good working relationships built on trust and the ability to challenge.
- Excellent written English and strong verbal communication skills, delivering to a varied audience and in different mediums.

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