Customer Service Advisor

**Why Choose Impact?**

Come and join Impact Call Centre’s friendly and professional team.

This is a great place to work, where we recognise our people as our greatest asset.

We are a diverse and inclusive business providing outstanding outsourced solutions for blue chip companies that need our expertise. We are trusted partners of our clients, where the right attitude is everything and customer focus is a must.

We are a caring employer who works flexibly and wants nothing more than to train all staff to learn valuable career skills to help individuals grow and gain the experience needed to succeed.

**What is the job?**

Our mission in Customer Service is to provide world class customer service to our clients and our clients’ customers. It’s not just a cliché You’ll be joining a team of likeminded people who are passionate about providing outstanding customer service on every customer interaction they have.

As a Customer Service Advisor, you will receive comprehensive training and support to become a brand ambassador on two to three of our client accounts, where you will be empowered to provide advice and support and resolve queries using the toolkits made available to you. Don’t worry, you will start on one client and then when confident to do so, take on another. Our clients are very diverse so you’ll always have variety, no day is ever the same

We continually strive for service improvement as growth for our employees and clients is of great importance. Your ideas, suggestions and feedback are vital to our progression so we always listen.

**What you need to have**
- Experience of working in Customer Service, where you are used to problem solving
- Have a positive and resilient attitude being able to work in a fast paced, ever changing environment
- Work as part of a team but also be self-motivated and able to work with mínimal supervision

**Responsibilities**
- Be the corporate front line for our clients - we are an extension of our clients
- Consistently exceed expectations, being knowledgeable and taking ownership to manage enquiries from investigation to resolution
- Increase customer satisfaction and loyalty by dealing with requests effectively and efficiently in a polite and professional manner.
- Meet any targets set by the clients, such as first call resolution and quality
- Be the voice of the customer
- Maintain our inclusive and diverse culture so everyone has a sense of belonging

**Salary**

Starting salary based on 40 Hours per week £20,510 per annum Grade 3 - plus up to £2,400 per annum call quality allowance OTE £22,910 with progression to £21,468 per annum with £2,400 per annum quality allowance with a OTE of £23,868

**Hours - Full Time**

40 Hours - 5 days over 7 days - hours to be discussed in advance which will include working one day each weekend and one shift working until around 20:00.

Although this role can be remote, we require you to be office based for the initial training period for 5 weeks Monday to Friday working 09:00 - 17:30. Thereafter, if working remotely, staff will only be required to come to the office for:

- 1:2:1s and training (that can’t be delivered remotely)
- if performance or productivity need attention
- You choose to come into the office for socialisation

**Location**

Our offices are in Romsey but this role can be 100% remote working, hybrid or office based depending on the individual’s requirements.

**All equipment provided by us for a home or office working environment.**

However for remote working you will be required to have good broadband connection and a suitable quiet place to work.

**Benefits**
- To work in the place that works best for you - Home, hybrid or office based
- Positive & encouraging environment - we never overlook when you go above & beyond in your work
- Work with a team of friendly and fun people for a company that cares and supports the individual
- Full support and on-going training from our coaching and training teams
- A culture of understanding and supporting employee’s wellbeing:

- Well-being programme including in house counsellor
- External employee assistance platform for when you need support the most
- Career progression - We actively promote from within, supporting staff to be our next team leaders, coaches and managers
- 29 days holiday raising to 33 days, based on service (including bank holidays)
- Company Pension scheme after qualifying period
- Free gym membership
- Employee Benefits scheme with retail and leisure discounts
- Subsidised staff nights out and charity events throughout the year

**Salary**: Up to £22,910.00 per year

Schedule:

- 8 hour shift

COVID-19 considerations:
Flow Tests are still required for each day staff attend the office, which are provided free by the Company.

Ability to commute/relocate:

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

Application question(s):

- Do you live in the Southampton area for office traini