Customer Service Advisor

Are you a proven Customer Service Advisor or Account Executive looking for an exciting new opportunity?

Do you have experience of delivering first-class client services?

Do you want a career with an exciting company which is going from strength to strength?

Do you want to enjoy what you do and be appreciated for what you do?

If you have answered yes to the above, we would love to hear from you.

**Main Responsibilities**

Customer Service / External Relationships:

- Responsible for the day to day running of a portfolio of customers
- Liaising and occasionally meeting with clients alongside account development team to discuss and identify their advertising requirements
- Develop a detailed understanding of accounts in order to match Whistl products based on their needs
- Ensure all customer requirements are met within agreed timescales offering outstanding customer service throughout to help retain and grow Whistl's client portfolio
- Ensure no business is lost through administrative errors or poor customer service
- Handle all administration on a campaign including campaign contracts and invoicing, customer complaints, and other customer reports

Internal Relationships:

- Work closely with the account development team to ensure customer needs are met
- Brief the insights and planning department on customer requirements
- Develop a good understanding of the role other departments fulfil
- Develop and maintain strong working relationships with other departments
- Chase-up actions from other departments where necessary

Administration:

- Update internal systems with required information once the client has accepted the quotation
- Input contract details onto the Doorway system and see booking through from contract to completion
- Undertake ad hoc work as requested
- Support the account development team in protecting revenue and commission figures by providing accurate information and documentation at all times, both internally and externally
- Create contracts, invoices, and credits for authorisation by the appropriate colleague
- Answer the phone in a professional manner - taking messages, quotations, and responding to customers as appropriate
- Be responsible for ensuring that a signed contract is received back from clients for each distribution
- Ensure all tasks are completed in a timely manner
- Prepare campaign schedules based on customer requirements

Systems:

- Ensure accurate use of the Doorway system by managing orders based on customer requirements
- Create and maintain client data in address book
- Upload schedules and create contracts in Doorway to ensure internal departments briefed in accordance with internal SLA
- Follow applicable business rules before back processing a brief
- Adhere to all business processes to ensure that authorisation is sought where required before progressing bookings

**Benefits**:

- Enhanced annual leave entitlement
- Access to our prestige Benefits and Rewards Portal
- Long service rewards
- Health cash plan
- Life Assurance Scheme
- Career development opportunities
- Access to a well-established Employee Assistance Programme provider
- And other excellent benefits you'd expect from a market leader

**Essential Skills** **Interpersonal Skills**
- Ability to deal with colleagues in a professional, friendly, and helpful manner. Able to establish rapport, maintain open dialogue, and gain commitment and trust from clients
- Have strong communication skills both verbal and written
- Excellent team player who is flexible and able to quickly adapt to change and work well under pressure

**Mental Skills**
- Accuracy - the majority of the Customer Service Advisor's work will not be checked, therefore you will need to work to a high degree of accuracy
- Proactive in solving problems

**Customer Service Skills**

Customer-focused, can deliver customer service to required standards in a professional and polite manner.

**Work Management Skills**
- Flexible and adaptable - able to carry out a range of different duties and work on different jobs at the same time
- Self motivated - able to turn work around quickly whilst maintaining a high level of accuracy
- Ability to reprioritise workload when unexpected tasks arise
- Ability to work with minimum supervision

**Technical Skills**

**Essential**
- IT literate - basic MS Office (Word/Excel/PowerPoint)

**About Company** Whistl is the second largest postal provider in the UK with an exciting range of mail, parcels, and Doordrop Media products and services, both in the UK and internationally. Each year we collect, sort, send, and transport up to 4 billion items of mail andparcels for businesses, as well as handling, planning, and managing millions of Doordrop items.