Customer Service Advisor

**Now is your chance**

Our Customer Services team is the central contact hub for our customers. They support our customers with anything they need, by delivering first class service and ensuring fair outcomes at all times. We pride ourselves in exceptional service and our passion for helping customers.

The team is dedicated to committing to our blueprint of “Back more people to go for it, in life and business”. The team is at the heart of the business, being first point of contact for all queries.

We pride ourselves on developing individuals in their career to be the best that they can be to support our customers in all aspects, so the queries that you will handle will range from simple to complex offering a diverse yet challenging inbound telephony role. It is important to have a balance of resilience and empathy, and enjoy problem solving to ensure that we deliver a smooth experience for our customers on every contact.

**Our commitment to your work/life balance**:
This role will be based in our central Manchester office and you will be able to work a blend of both home and office each week once your initial training period is complete. You’ll be made to feel part of your team by all of your colleagues and have regular contact and virtual interaction whether in office or remote.

The **full time** working hours for this role are 35 hours a week with a shift pattern between 9 until 6pm Monday to Friday, so you can have weekends off to relax

However, we also offer** part time** opportunities - please talk to us about your preferred working hours.

**What would your day look like?**
- Providing exceptional customer service by taking incoming servicing calls in a pleasant contact centre environment.
- Take ownership of customer queries, problem solving and using initiative to encourage first call resolution.
- Recognising and responding to customer complaints in a timely manor, supporting a resolution as effectively as possible.
- Pro-actively seeking to improve processes, procedures and customer experience across all channels.
- Working collaboratively with Customer Operations to support all customer queries.
- Identifying customers who are vulnerable, and supporting the next steps of their journey and support needed.

**Essential skills**:

- A passion for helping customers from all backgrounds with their queries.
- Have a caring, empathetic and understanding approach to customer queries.
- Resilient and comfortable to handle customer complaints and frustrations.
- Experience in any form of customer service role, evidencing transferable skills. Working previously in a contact centre is not essential for this role and we encourage all customer service experience to apply.
- A positive attitude to supporting resolutions and change.
- Excellent communication and interpersonal skills
- The use of initiative, attention to detail, problem solving and collaborative working.
- To work as a team and an individual. Taking accountability and having a proactive attitude to your development.

**In return, we are proud to offer**:

- 30 days annual leave excluding public holidays.
- Highly flexible hybrid working.
- Monday to Friday 9 until 6pm working hours, with flexible working options. Overtime opportunities are also available.
- Private Medical & Health Insurance.
- Extensive reward and recognition programme to support career development and recognition for hard work.
- Enhanced parental leave - Up to 4 weeks paternity leave and 24 weeks paid maternity.
- Opportunities to expand skills and knowledge across all operational areas including Dealer and Broker Operations.
- Dedicated time to support your development i.e. Linked in Learning, PDP support.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.