Customer Service Advisor / Customer Care Representative / In-Person & Online

In-Person & Online Customer Service Advisor / Customer Care Representative who has previous experience in a similar Customer Support / Customer Contact environment with excellent interpersonal and communication skills, who is able to act with diplomacy and tact is required for a well-established organisation based in East London.

WORKING HOURS: 35 hours per week – 5 days per week (working on a shift pattern Monday – Sunday)

APPLICATION PROCESS: Candidates will be required to complete an Application Form, which we will send out in a separate email. Please keep an eye out for our email.

JOB OVERVIEW

We have a fantastic new job opportunity for a In-Person & Online Customer Service Advisor / Customer Care Representative who has previous experience in a similar Customer Support / Customer Contact environment with excellent interpersonal and communication skills, who is able to act with diplomacy and tact.

Working as the In-Person & Online Customer Service Advisor / Customer Care Representative you will be providing high quality customer service both in-person and through digital channels, this role serves as the crucial first point of contact for individuals seeking debt advice.

As the In-Person & Online Customer Service Advisor / Customer Care Representative your ability to conduct initial assessments, manage referrals, and handle client interactions with empathy and professionalism directly contributes to empowering clients to take steps towards long-term financial stability.

This role is essential in ensuring an accessible, supportive service that aligns with the organisation’s commitment to building a fairer future and addressing inequality in the community.

An understanding of safeguarding principles is beneficial, as the representative must ensure the safety and well-being of clients and demonstrate a willingness to further develop this understanding.

DUTIES

Your duties as a In-Person & Online Customer Service Advisor / Customer Care Representative will include:

• Deliver high-quality, accessible, and satisfactory face-to-face service to local clients in London while also assisting nationwide clients through various communication channels
• Provide outstanding customer service to clients seeking debt advice, creating a welcoming and supportive environment
• Conduct thorough Initial Assessments for clients in need of debt advice
• Contact referrals made into the service to complete Initial Assessments and track outcomes
• Signpost and refer clients to other agencies when appropriate, ensuring they receive comprehensive support
• Manage all client interactions efficiently, including accurately recording data and managing documents in the CRM system, scanning and uploading files
• Respond to and resolve customer complaints efficiently and professionally, maintaining high standards of service
• Handle challenging or difficult client situations with professionalism and empathy
• Understand and adhere to safeguarding principles

CANDIDATE REQUIREMENTS

• Customer-focused with a commitment to exceptional service, preferably with experience in a customer-facing service environment
• Experience in managing challenging or difficult clients both in-person and through digital channels
• Proven experience in utilising multiple customer service channels including email, telephone, video, and web chat
• An understanding of safeguarding and willingness to develop understanding further
• Excellent verbal and written communication skills in English
• Strong organisational abilities with a proven track record of effectively prioritising tasks to meet deadlines and optimise workflow
• Meticulous attention to detail, ensuring accuracy and thoroughness in all tasks
• Strong problem-solving skills
• Demonstrated empathy and sensitivity when working with vulnerable individuals or those facing financial hardship
• Ability to work collaboratively within a team and adapt in a fast-paced environment
• Ability to maintain confidentiality and handle sensitive information with discretion
• Proficient in IT with a strong working knowledge of Microsoft Office 365 and Microsoft Teams

• A working knowledge of Apple MacBook
• Proficiency in additional languages
• Familiarity with customer service CRM software and tools
• Understanding of the role and objectives for MaPS funded debt project

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. Candidates will be required to complete an Application Form, which we will send out in a separate email. Please keep an eye out for our email. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C12794

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