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Customer Service Advisor

2 weeks ago

NewcastleunderLyme, United Kingdom Uniting People Full time

**£22,770 plus a 35% hourly uplift for unsociable hours + company annual bonus of up to 10%**
**37.5 hours per week**
**25 days holidays + BH**
**Private medical care, store discounts, enhanced maternity leave pay**

Our client is looking to expand their successful Customer Service Team. If you’re local, then the hybrid working model may appeal to you (a combination of homeworking and office working).

Our client's award-winning Customer Service Centre processes a large range of customer queries regarding customers’ accounts. Our Customer Service Advisors deliver first class customer care to new and existing customers and truly are at the heart of the company.

**What you’ll be doing**:
The Customer Service Advisors play a pivotal role in ensuring clients receive a world-class experience at every turn. The fun and fast-paced call centre presents a diverse variation of customer enquiries, from payment and verification to general account queries, ensuring no two conversations will ever be the same

**Your day to day**:

- Act as the first point of contact for our players on all our UK websites ensuring a first-class experience.
- Keep on top of all our products\ promotional offering and tools to ensure you’re keeping up with our clients, and with the business and department’s strategy.
- Take ownership and follow escalations through to resolution.
- Manage all tasks in a timely and efficient manner and work to meet (and exceed) set KPIs.
- Collaborate with colleagues across all departments on projects and attend relevant meetings as required.
- Strive to resolve everything, first time, every time. With complex issues, you should ascertain urgency and follow the appropriate next steps, escalating issues to the right department where appropriate.
- Contribute to and promote a positive working environment. Becoming a role model and inspiring others.

**Requirements**:

- Previous experience working in a contact centre is essential
- Previous experience in customer service, call handling, inbound customer service or a similar role is essential
- Exceptional telephone manner with exceptional customer service skills is essential
- Accurate keyboard skills
- Team player
- Due to working hours own transport is essential

The full-time advisors will work 37.5 hours per week on a rotational shift pattern. This pattern will be 10 weeks. The operating hours of our Customer Service Centre are Monday-Sunday 7am-2am.

A typical shift pattern will be something like:

- 7.00am-3.30pm
- 12noon-8.30pm
- 5.30pm-2.00am
- This will include weekends in the shift pattern

You will be provided with the equipment required for the role. Plus, full training for the role will be delivered.

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

Pay: £22,770.00 per year

**Benefits**:

- Company pension
- Private medical insurance
- Store discount
- Work from home

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer Service: 1 year (preferred)

Work authorisation:

- United Kingdom (required)