Live Chat Adviser

**Cardiff - Hybrid working**

**Annual Salary £19,500 & benefits**

**35 hour week and NO Sunday opening or late evenings**

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All interviews will be conducted by google hangouts or equivalent video conferencing technologies._**

**About Which?**

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we're not for profit and all for making consumers more powerful. As people we're brave, caring, rigorous and insightful in the way we connect with each other to make change happen.

We impact in key areas such as consumer rights, scams, data protection and unfair pricing. Our investigations go deep and our expert advice is completely impartial. Same goes for our product reviews - our rigorous tests and expert recommendations help consumers to make better decisions. Come and champion consumers with us - it's important work.

**About the role**

We are looking for a confident live chat adviser to join our friendly team in Cardiff.

You will become a key part of our high performing, dynamic and fun environment and will be fully supported in providing exceptional levels of customer service to our members.

You'll contribute to the shared vision to deliver customer service that is outstanding every time by providing the highest standard of customer support in all Live Chat communication

We pride ourselves on the quality of conversation we have with our members and you will be integral in ensuring this.

We are passionate about customer service, and all of our advisors have a structured progression with a clear career path. We want you to own your development and you will be fully supported throughout your career at Which?

**Key responsibilities include**:

- Consistently provide an excellent standard of customer service to all of our existing and potential customers, through Live Chat
- Work collaboratively and efficiently with other members of the Member Service Centre in order to ensure consistency of approach and share information
- Develop and constantly update a sound knowledge of all Which? branded products, and consumer issues of importance to Which?
- Take responsibility for ensuring that member feedback is appropriately reported. Identify trends and non-conformities and work with the Team manager to identify areas for improvement
- Participate in regular reviews of operational processes aimed at developing efficiencies and supporting the growth of the business, paying particular attention to efficiencies that will generate revenue or cut costs
- Deliver against your own and team sales targets and KPI's - including number of calls and products sold, conversion rates, cross sales and upsells
- Personalise your live chat conversations in order to explore options with our customers and where possible identifying additional needs that Which? can provide

Please view the role profile for full details.

**About You**

Ideally, you'll be confident in delivering an excellent customer service via live chat. Your will also enjoy spotting opportunities for sales or will have an appetite to conduct sales in a contact centre environment. You'll have friendly and confident written skills with the ability to manage multiple live chats simultaneously.

You'll strive to go the extra mile in everything you do, always putting our members first. You'll have good working knowledge of using an intranet, word and an in house data base with a willingness to act as a trouble shooter with a flexible approach in all that you do.

**What we'll give you in return**
- Competitive salary plus a generous 28 days holiday (plus bank holidays).
- Shift Pattern: 35 hour week
- Healthcare insurance
- Private medical insurance and opportunity to participate in Vitality rewards programme - at 6 months
- Free life assurance cover (worth at least 4 x your annual salary)
- Award-winning pension scheme of 6% with 11% after your first year
- Flexible working
- Free access to Which? member content
- Free access to Which? money and legal helplines

**About the Which? way of life**

We want you to do great work and enjoy it in a workplace that respects and empowers you. In 2019 we were a runner up in the medium-sized organisation category for Britain's Healthiest Workplace, and we signed up to the Time to Change employer pledge that protects staff against mental health discrimination. We're also a Stonewall accredited employer.

It's a great time to join as we have just launched our new values Click here to find out what we feel reflects what we do and how we work and to view our Which? LinkedIn page.

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