Customer Service Advisor

**Hybrid Customer Service Advisor - Helpline Adviser (Tactical Response Team)**

**Start Date: 14th of October**

**Full availability to attend on site training from 14th - 25th of October is essential.**

**Salary: £22,308Hours: Monday - Friday (8.00am - 8.00pm)**

**37.5 hours per week and No Weekends**

**Hybrid Pattern: One week in office, one week remote on rotation, with Fridays a static remote day**

**Location: Stockbridge House (NE1 2HJ)**

**About us**

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies - and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

**Future shapers. Experience makers.**

**The Role**

You will work flexibly across teams to manage peak traffic and maintain high service levels, including any new business lines on our account. During quieter periods, you will assist with short-term, ad-hoc campaigns to promote our clients products.

A strong passion for delivering exceptional service, driving excellence, and meeting targets is essential. Additionally, you will engage in outbound calls to promote skills products and funding in alignment with priorities. Your duties will also involve supporting technical requests, escalating issues to Tier 2 support when necessary, and recording service user feedback. You may also assist in redirecting callers to appropriate local or support services.

Business hours are 8am-8pm, there may be requirements to support in different areas of the campaign when necessary, therefore a flexible attitude to working hours is essential.

**Key Responsibilities and Accountabilities**
- Quickly and accurately access and research information sought by customers.
- Accurately collate and record customer information for management information reports.
- Work within defined quality guidelines and maintain good practices at all times.
- Assess customer needs and either meet them directly or refer to another agency or specialist as required.
- Provide tailored information, advice, and guidance to support customers in making well-informed decisions.
- Develop and maintain an interest in related topical issues and those likely to affect contacts.
- Undertake administrative and other tasks relevant to the working environment.
- Work to achieve daily and weekly targets

**Knowledge, Skills & Qualifications**
- Educated to at least Level 2, including Maths and English qualifications.
- Relevant experience of working one-to-one with the target audience.
- Excellent telephone manner with exceptional verbal and written communication skills.
- Ability to work independently and as part of a team.
- Strong listening skills and ability to interact with employers and training providers in a professional, non-judgmental manner.
- Ability to assimilate key information from appropriate sources.
- IT literate, with strong keyboard skills and proficiency in using a wide range of commercial software packages, e.g., Microsoft Office.
- Commitment to continuous professional development, with the ability to gain further qualifications and training as required.
- Understanding of confidentiality related to safeguarding situations and the Data Protection Act.

**In return, we’ll offer you**:

- 28 days holiday (including 8 public/bank holidays).
- Excellent on the job training and on-going core skills development.
- Life assurance and access to a company pension scheme (after qualifying period) .
- Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less.
- An employee assistance programme to ensure your wellbeing.
- Monthly employee-voted awards to recognise your achievements.
- Unique career opportunities within this client partnership.
- You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks.
- You must be based in the UK.
- You will need a quiet and comfortable ergonomic workstation when working remotely.
- Full availability during 1 week training required, this will be on site at Stockbridge House (NE1 2HJ).

**Diversity & Inclusion Statement**

**It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability