Customer Service Advisor

4 weeks ago

SouthendOnSea UK, Essex, United Kingdom Hood Group Ltd. Part time

Are you looking for a role where you can represent a leading brand and deliver outstanding customer service?


Join our team as a Customer Service Advisor in our Call Centre As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional service.


We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands such as John Lewis Partnership and Ticker Insurance to name a couple.


What will I do in the role?


  • The most important part of the job – being our Brand Ambassador
  • The first point of contact for all customer queries
  • Handling a high volume of inbound and outbound customer calls
  • Provide outstanding customer service across telephone, webchat and email. This is usually dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.
  • Make sure the customer is at the heart of every conversation
  • Updating customer records as and when necessary.


What do I need?


  • Good customer service experience, ideally in a call centre
  • A genuine passion and desire for delivering ‘excellent customer service’
  • Ability to be versatile in your approach to adapt your style for each customer
  • Ensuring an empathetic approach for all our customers
  • Strong written and verbal communication skills
  • A true team player
  • Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases
  • Tech Savvy, be able to more from different systems, able to conduct more than one webchat at a time and able to pick up templates and amend as necessary for your customer enquiry.
  • Have the drive and willingness to learn


What are the working hours?


  • On a full time basis, it is a 40 hours per week on a rotating shift basis, between the hours 8.00am–8.00pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00am-5.30pm.


  • On a part-time basis, it is a 24 hours per week Monday to Friday with set hours, working a 8 hour day.


We are also looking to recruit flexible shift patterns on weekends and bank holidays.


Why work for us?


To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;


  • “The best job ever“ feeling
  • We are offering 31 days annual leave (including bank holidays)
  • Employee Assistance Programme
  • Incentive of £250 on Refer a friend scheme
  • Learning & Development assistance Programme
  • Private Health Insurance
  • Eye Care Vouchers
  • Pension Scheme


And there’s more benefits…….


We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street.


We will provide you with a laptop and any other professional equipment required and you will also receive a working from home allowance.


We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20mbps download & 10mbps upload, available at all times.


We have a robust full time 4 weeks’ training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.

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