Retention & 1st Line Support Advisor

Job specification
Reporting To: Customer Operations Manager
Department: Customer Operations - Norwich office
Contract: Full-time, Permanent (Mon-Fri 9am - 5pm)
Location: Norwich

**Salary**: £24,000 - £26,000 annum basic
Benefits: Pension, Health Plan, 5 weeks’ holiday, plus birthday day off, plus 8 paid Bank Holidays, Holiday
Purchase Scheme, Gym discounts.

About us
Operating in the UK since 1993, Citation ISO Certification (previously QMS International) provides professional consultation and support for Organisations that require a hassle free and cost-efficient route to ISO Certification. We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of ‘making businesses better’. Our growth plans are ambitious and we’re part of the private equity owned Citation Group. Our customer base has grown significantly over the past few years and this growth will continue - that’s where you come in.

About You
As the 1st Line Support Advisor you will support the Customer Operations Manager with the day to day running of the Support team. Leading from the front, you will set the pace of the key functions of the team and actively work through your customer enquiries with the aim to be resolved on 1st contact to the customers satisfaction.

**For this role you will need the following key skills & attributes**:

- Previous experience of delivering to targets; with a background in customer service,
support or retention.
- You will have a passion for delivering exceptional service to customers and colleagues.
- Motivated and resilient, adaptable, strong organisation skills with the ability to multi
- task / prioritise appropriately
- You will love to build great relationships and build rapport easily creating strong
relationships with customers and colleagues using a collaborative manner to achieve
desired results. Excellent listening and negotiation skills, along with good verbal and
written communication
- Natural problem solver and decision making skills
- You will have a high level of attention to detail and commitment to quality
- Can do attitude
- Computer literacy including strong knowledge of word, outlook and excel
- Previous experience of working CRMs advantageous
- Knowledge of ISO Certification advantageous, but not essential

Purpose of the role:
The primary function of the role is to input renewal contracts at peak times, create cancellation tickets to ensure timely response by the retention team and provide a 1st line customer support function to our customers.

Should the query be unable to resolved via the 1stLine customer process you will transfer this query to the relevant department team who will essentially act as 2nd Line Support and own the customer’s query through to resolution.

**Key tasks**:

- **Deed of Novation; **produce Deeds of Novation and manage an accurate timely return from client and update all relevant systems / departments with relevant changes
- **Contract Addendums; **produce relevant client contract(s) and manage an accurate timely return from client and update all relevant systems / departments with relevant changes
- **Customer contract requests; **provide copy contracts to customers on request
- **Invoice queries; **gather relevant customer information to enable credit control team to handle these queries at first contact
- **Handle customer enquiries IVR option; **ensure timely response times and aim to resolve queries on first contact
- **Live chat**; provide live chat support
- **2nd Line Customer Support Transfer; **ensure the timely transfer of relevant query types through use of Filemaker Ticket Types or live chat
- **Customer enquiries; **progression of customer enquiries workstream to ensure timely response, achieving internal targets and KPIs.
- **Client feedback; **proactively help gather customer feedback data and report trends to Customer Operations Manager regarding the service provided, in order to ensure our customer journey continues to improve.
- **Personal development; **ensure your own continuous professional development by keeping abreast of current retention and development techniques and trends
- Ready for Anything_

All colleagues are expected to behave in line with our core company values:
Smart with Heart #Choose Right #Never Settle #Make it Happen

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
Temperature checker in office, along with hand sanitiser stations

Ability to commute/relocate:

- NORWICH: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 5 years (preferred)

Work Location: In person