Core Tasks Include
- Answering client queries on an online ticket system
- Using bespoke software to manage claims and returns
- Answering inbound calls
- Liaising with delivery couriers
- Working with our drivers to address any operational needs
- Monitoring social media updates and addressing emails
- Identifying training and knowledge gaps within the client base
- Making proactive outbound calls
- Onboarding new clients
- Working with the team and Team leader to retain business and to improve processes
- Identifying opportunities to improve client knowledge and understanding of TCG services
Competencies And Skills
An essential part of the Customer Service Adviser role is to possess excellent organisational skills, pay attention to detail and be solution focussed. Applicants must have a confident, polite, and professional written and telephone manner, have excellent communication skills and accurate written English skills. The ability to handle objections and deal with client complaints in a confident manner is essential. The Customer Service Adviser must have the ability to work in a fast‑paced environment and respond well to change.
Following full training, the Customer Service Adviser must be competent in our internal bespoke software and systems and Partner platform systems.
Performance Measurements
Customer Service Advisers will be measured on both the quality and quantity of output to ensure we are delivering excellent client experience with maximum efficiency.
Quality of responses and interaction will be assessed through the auditing of written and verbal exchanges with internal and external clients, customers, and stakeholders. Quantity of output will be measured against set targets and KPI’s such as response deadlines and resolutions via internal reporting.
Job Types
Full‑time, Permanent
Salary
£20,000.00 per year
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