Customer Service Representative

1 week ago

Crewe, United Kingdom Kelly Services Full time

**Role**: Customer Service
**Location**: Crewe
**Salary**: £33,886 (please note the salary will be pro rata, this is the full time wage)
**Contract**: 6 months
**Hours**: 3 days per week (3 full days OR Monday - Friday, 10am - 2pm/3pm)
Our client has an exciting opportunity for a senior customer service advisor to work part time. You'll be acting as the main point of contact for escalated calls from customer service agents, liaise with customers to ensure smooth resolutions of any complexissues as well as acting as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised. See some of your duties below:

- Call customers to arrange appointments for follow up works
- Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
- Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
- Meet internal standards relating to quality of calls
- Maintain standards of productivity in order to achieve individual and team targets
- Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation
- Adhere to
- ..and their clients' policies and procedures regarding data protection and equality and diversity

Interested? See below some of what you'll need to be successful:

- Proven experience of providing a proactive and excellent customer service.
- Working with customer groups, panels or other agencies to develop best practice ideally within Residential Social Landlords.
- Able to communicate, influence and negotiate effectively with internal and external stakeholders.
- Proven track record of managing projects.
- Good attention to detail and accurate recording for audit purposes.
- Ability to work under pressure and deadlines.
- Effectively managing budgets and controlling spend.

Kelly Services are acting as an Employment Business in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit theKelly website and have a look into the Privacy Statement.

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