Overview
Position Title: Customer Service Advisor
Customer Experience Team
Job Level 8
Role Status: 5 hours per day (20 hours total), 9.45am-14.45pm, Mon, Tues, Thurs, Fri.
Reports To: Customer Experience Lead
Roles Reporting to this Position: None
Primary Objective: The primary objective of this role is to support the on-programme team to deliver a best-in-class service experience to our participants whilst they on our programmes.
Key Relationships
* Internal: Head of Customer Experience Centre, Customer Experience Leads, Regional Managers, Business Improvement & Business Managers and Employment Coaches
* External: Participants, Commissioners, and other relevant stakeholders
Key Responsibilities
* We are looking for enthusiastic Customer Support Advisors, with excellent communication skills and a high-level understanding of digital applications.
* You will be providing both proactive and responsive support to a variety of disadvantaged and unemployed participants.
* As the direct point of contact for our participants, you need to be dynamic and flexible in your approach, as well as dedicated to delivering excellent support and solving their challenges in the most effective way possible.
* 80% of your time will be to support the Customer Experience Lead and Head of Experience Centre to deal with all aspects of support, this includes supporting with mandation processes, Self-employment administration, dealing with general queries and signposting where required for any participant on one of our programmes.
* Approximately, 20% of your time will be spent supporting the Jobs 22 Onboarding Customer Experience Team. You will on-board participants to the relevant programmes and be the first point of service experience for those using our services. It is expected that this time spent supporting will be to cover holidays, sickness and as and when required.
* Communicate with customers through inbound/outbound calls, chats, and emails.
* Follow company procedure on customer responses.
* Maintain a friendly manner at all times.
* Promote on-line digital applications to customers.
* Ensuring the timely and accurate recording of information through online service portals.
* Juggle multiple customer situations effectively.
Desirable Skills/Knowledge and Experience
* Able to quickly identify problems, think flexibly and resolve issues.
* Strong communication skills, a sympathetic telephone manner.
* Passionate about providing high quality customer focused services.
* Some experience of working in a customer facing environment would be beneficial.
* Excellent administration, IT, and organisational skills with good experience of using MS office software.
* Enthusiasm to get the job done well and progress.
Compliance
It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.
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