Customer Service Advisor

Job Title: Customer Service Advisor

Location: Halesowen (B62)

Salary: 26,938 – 28,609 + up to 2000 Performance related bonus

Job Type: Permanent, Full Time

Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am – 17:30pm.

Shift Schedule:

• Early Shift: 8:30am – 17:00pm
• Mid Shift: 9:00am – 17:30pm
• Late Shift: 10:00am – 18:30pm

About the Role

As a Customer Service Advisor, you will provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

What you will be doing

• Serve our customers regardless of the channel they use, e.g. web, telephone, email, etc.
• Use My Policy systems to enter customer data to a high standard of accuracy
• Validate and process new customer accounts, assisting customers with any account related enquiries
• Maintain a strong and up to date working knowledge of all processes relating to relevant products and services
• Work collaboratively with your peer group and other colleagues, sharing best practice
• When appropriate, seek opportunities to add value to the customer and build customer loyalty through the promotion of My Policy products and services
• Provide administrative support to ensure activities related to customer’s accounts are carried out in a timely manner and records are maintained
• Establish and communicate high standards of customer service in line with the company’s values and culture
• Identify and escalate to your line manager any key customer impacting issues to achieve greater business wide success
• Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements
• Contribute to an open and honest culture within teams through collaborative and supportive working
• Support a culture of continuous improvement for Customer experience, and operating systems
• Liaise with relevant stakeholders across the business to instigate and influence positive change

What we’re looking for

• Strong Communicator
• Effective decision maker in a fast-paced environment
• Individuals who have a passion and commitment to providing quality Customer Service
• Team Player
• Able to prioritise workloads to meet challenging deadlines and ability to multi-task and self-organise.
• Pro-active and well organised
• Adaptable
• Computer literate and proficient in MS Office suite
• Accuracy and attention to detail
• A desire to develop own skill sets

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