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Customer Service Advisor

We are looking for an experienced Customer Service Advisor with excellent attention to detail who will be responsible for delivering an outstanding level of customer service to meet the needs of internal and external stakeholders.

Department
Administration
Location
Redditch
Responsible to
Data & Compliance Manager
Posted
Monday September 28, 2020
Key responsibilities
  • Ensures all administrative and customer service activities are completed accurately and in a timely manner
  • Ensures customer records and systems are maintained and customer interactions logged accurately
  • Handles inbound and outbound phone and email activity to ensure all stakeholder queries are resolved within agreed Service Level Agreements
  • Ensures post and stationary activity is managed and maintained on behalf of stakeholders
  • Manages room booking activity and ensures rooms are prepared for internal and external guests
  • Supports business to complete employer and learner feedback surveys and destination data, so that we can continually improve
  • Takes ownership for successfully resolving complaints at first point of contact

 

Personal specification

Experience & knowledge

  • Prior experience of working in customer facing role
  • Experience of handling complaints

Skills

  • Competent in the use of technology
  • Excellent customer service skills
  • Attention to detail
  • Competent numeracy skills
  • Planning, organising and time management

Desirable Qualifications

  • Level 2 English/Maths
  • Level 2 Customer Service qualification
Behavioural competencies

Ambition – Always aiming higher
Ensuring there is a collaborative and inclusive approach to working with all stakeholders (Internal/external)

Success – Making it happen
Consistently demonstrating the highest standards of professional conduct

Personalised – Tailored to individual needs
Evidence of effective planning, organisation and time management

Integrity – Doing the right thing
Willingness to aspire to reach full potential by continually improving skills and performance7

Recognition – Celebrating achievements
Taking ownership individually and collectively

Embrace – Benefitting from diversity
A personal commitment to achieving the highest standards of excellence

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