Customer Services Adviser (Hybrid)

Customer Services Adviser (Hybrid) needed in Honiton, £15.43ph PAYE - Reference: 5254973

Once training has been completed, The manager will consider moving to hybrid (2 days max at home)

To deliver an outstanding, informative and responsive customer contact service in resolving a broad range of customer enquiries, at first point of contact where practicable, through various channels (face to face, over the telephone and through digital media/online).

Core accountabilities:

1. Takes responsibility for and resolves, in a timely and courteous way, a wide range of customer enquiries. These may be by telephone, email, social media, text message, face to face or in writing, and may be complex. Provide clerical and administrative duties as required.
2. Demonstrates an understanding of complex processes, specialised skills and technical knowledge by fully utilising software systems (CRM Customer Relationship management).
3. Delivers customer satisfaction through effective and efficient engagement with customers, keeping them informed of the progress of their enquiry and retaining ownership of queries until they are resolved or passed to specialist areas. Promotes and positively supports digital services within the client.
4. Contributes positively to the client's customer service standards and promotes the client in a positive manner.
5. Handles overflow calls, messages, signposting and call transfers to assist other areas of the contact centre/client; supports consultation exercises; and proactively promotes relevant services and communication channels to customers.
6. Positively supports other advisors through coaching and buddying processes and works creatively with others through provision of research and participation in meetings, focus groups, networks and project work to develop and deliver service improvements to enhance contact centre delivery.
7. Drives and manages the process mapping activity related to the CRM system and delivery of effective workflow and online services providing advice and support to process owners throughout the client, and using System Thinking methodology.
8. Liaises effectively with web authors to flag out of date/inconsistent web content and promote web maintenance.
9. Supports the Team Leader in making sure the Customer Service Centre offers a customer focused service to help achieve continuous improvement and innovation in service delivery.
10. Acts as an ambassador for the client.
11. Make sure that Customer Service Centre team offers a customer focused service using systems thinking principles.
12. Support the client's approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people.
13. Take personal responsibility for the relevant aspects of the client's Health and Safety Policy.
14. Ensure awareness and compliance with the client's policies, Code of Conduct and Constitution.
15. Evaluate and assist in managing risk within the service.

This is a full time role on a temporary contract basis

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to katie@essentialemploy.co.uk quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

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