Customer Support Advisor

• Location: Oxford
• Job Type: Full-time
• Salary: up to £25k

We are looking for a Customer Support Advisor to join our Supplier Support team, providing first-class customer service and support throughout the validation process. This role is ideal for someone with a keen eye for detail and a passion for delivering exceptional customer experiences.

Day to Day of the role:

• Build strong relationships with customers, offering support and advice throughout the validation process.
• Validate information from online questionnaires, ensuring accuracy and adherence to standard processes and guidelines.
• Verify financial documents, certifications, and insurance policies, ensuring coherence with company records and policies.
• Make outbound calls to guide customers through validation queries and assist with inbound calls for general customer support.
• Log and update customer records accurately using the internal CRM application.
• Advise on and process fee payments for new and renewing customers.
• Become a proficient user of the validation process within our business system.
• Identify and implement process and procedure improvements.
• Actively participate in team meetings to share information and collaborate on best practices.
• Consistently meet or exceed personal performance targets and escalate customer issues when necessary.

Required Skills & Qualifications:

• Previous experience in a customer service environment.
• Working knowledge of data management and data analysis.
• Demonstrable experience in process improvement.
• Proven track record of meeting deadlines and targets.
• Experience with both inbound and outbound customer calls.
• Degree level education (or equivalent) preferably in a technical or science discipline.
• High accuracy and attention to detail.
• Strong organisational and time management skills.
• Detailed working knowledge of Excel (Intermediate or Advanced level).
• Proficiency in other MS Office applications.
• Articulate with a confident telephone manner and strong communication skills.
• Commitment to providing excellent customer service at all times.
• Flexibility to adapt to the needs of a growing business.

Benefits:

• Blended working environment.
• 25 days holiday plus bank holidays.
• Contributory pension scheme.
• Paid compassionate leave.
• Free car parking.
• Flexi Friday scheme.
• Refer a Friend scheme.
• Social events programme.

To apply for the Customer Support Advisor role, please submit your CV and cover letter detailing your relevant experience and why you are interested in joining our team.