Customer Service Advisor

Position: Customer Service Advisor

Location: Stroud

Type of position: 13-week temp to perm

Location: Stroud, however hybrid working might be considered.

Salary: £19000 to £23000 per annum.

We are now recruiting a team of 5 Customer Service Advisor for the utility service provider, to work in a customer service centre environment to filter the calls trough to the right department. The appropriate candidate will lead from the front in providing a first-class customer service whether that’s by resolving a customer’s query whilst they’re on the phone or by managing their case later on.

Responsibilities:

The role will have a mixture of inbound work but also outbound for any assigned customers that need follow up work.

Provide exceptional customer centric service delivering first contact resolution for all our customers via inbound and outbound phone contact, our electronic platforms and face-to-face interactions.

Proactive and positive approach utilising the skills and expertise of those in the wider business areas to resolve customer queries, whilst retaining customer ownership.

Have an active involvement in Quality Assurance, ensuring that policies, procedures, and best practices are met and maintained at both an individual and team level

Manage and adhere to service level and resolution targets for assigned customers

To engage with teams across the business to ensure customer requests are completed in a timely manner

 To ensure our customer accounts are correct and all requests are completed accurately and first time to enable precise billing for our customers

To take responsibility and ownership for customer queries ensuring the customer is responded too promptly & updated frequently

Continuous improvement - Provide constructive feedback, contribute and support process improvements that will drive increased customer satisfaction striving to improve our customers journey with us.

Requirements:

Good telephone manner, ideally previous customer service or call centre experience

Attention to details and ability to date input or be trained on CRM system

Managing your own time and prioritising your work will be key in this role

The appropriate candidate would be working 40 hours per week Monday to Friday with 1 Saturday in 5.

If you think you are a suitable candidate please email your CV to marta.kosno@omegaresource.co.uk or contact Marta on 01453 852 542

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