Our client is looking for a Customer Service Advisor in the NE7 Region.
Role Overview:
Provide high-quality customer support in a fast-paced contact centre and reception environment. The role involves responding to the customer enquiries (Newcastle Residents) across multiple channels, resolving issues efficiently, and supporting critical services such as Telecare while maintaining professionalism, empathy, and accuracy.
Main Duties:
1. Handle customer enquiries via telephone, digital channels, and face-to-face interactions, aiming to resolve issues at the first point of contact.
2. Manage challenging situations calmly, including potentially life-critical Telecare (Ostara) calls and dispatch support.
3. Accurately record customer interactions and outcomes using internal systems and CRM platforms.
4. Monitor CCTV services and maintain high attention to detail when reviewing and updating system information.
Responsibilities:
5. Deliver excellent customer service by building rapport, understanding needs, and providing appropriate solutions.
6. Achieve customer service, quality, and operational KPIs within a target-driven environment.
7. Handle and resolve customer complaints in line with organisational policies and procedures.
8. Work coll...