AKG Group UK - Customer Service Advisor
Company: AKG (UK) EMPLOYMENT LTD
Position Title: Customer Service Advisor, Customer Experience Team
Role Level: 8
Role Status: Part-time, 5 hours/day (20 hours/week), 9:45 am - 2:45 pm, Monday, Tuesday, Thursday, Friday
Reports To: Onboarding Lead
Roles Reporting to this Position: None
Primary Objective
The primary objective of this role is to support the on-programme team in delivering a best-in-class service experience to our participants during their programmes.
Key Relationships/Interactions
* Internal: Head of Customer Experience Centre, Customer Experience Leads, Regional Managers, Business Improvement & Business Managers, Employment Coaches
* External: Participants, Commissioners, and other relevant stakeholders
Key Responsibilities
We are seeking enthusiastic Customer Support Advisors with excellent communication skills and a good understanding of digital applications. You will provide proactive and responsive support to disadvantaged and unemployed participants, acting as the first point of contact for our services. Your main activities will include onboarding participants to relevant programmes and ensuring a high-quality customer experience.
* Communicate with customers via inbound calls
* Follow company procedures in responding to customer inquiries
* Maintain a friendly and professional manner
* Promote online digital applications to customers
* Accurately record information using online service portals
* Manage multiple customer situations effectively, quickly identifying problems and resolving issues
* Demonstrate strong communication skills and a sympathetic telephone manner
* Provide high-quality, customer-focused service
* Experience in a customer-facing environment is beneficial
* Excellent administrative, IT, and organisational skills, with proficiency in MS Office
* Enthusiastic about delivering quality work and progressing within the role
We are proud to be a Disability Confident employer. We encourage applicants with disabilities to apply, and in line with our scheme, we will offer an interview to all qualified applicants who declare a disability.
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