Job Description:
We are searching for a HelpPoint Advisor in our Gateshead office. The role involves delivering the highest levels of customer service to internal and external clients within the HelpPoint Customer Services team. You will liaise closely with regional operational management and subcontractors.
Do you have previous admin experience? Are you confident speaking with all levels of stakeholders? Are you interested in Customer Services? Do you have good IT skills, including Excel?
As a HelpPoint Advisor, your responsibilities will include:
* Ensuring the best customer service experience for all customers
* Providing product and service information and quotes
* Achieving client and internal KPIs while maintaining excellent quality
* Handling all incoming calls and emails, answering queries
* Documenting customer enquiries, updating client requests, and notes in our system
* Coordinating and responding to client quotes, queries, and instructions per SLA
* Handling complaints, identifying escalations, resolving disputes, and diffusing complaints professionally
* Coordinating bookings and client notifications for planned works, and producing reports
Qualifications and skills required:
* Excellent customer service and communication skills, with strong administrative abilities
* Effective time management and ability to meet SLAs
* An investigative and proactive attitude towards tasks
* Ability to work under pressure, organize effectively, and work independently
* Proficiency in Microsoft Office and CRM software
What we offer:
* The chance to be part of a rapidly growing FM provider in the UK
* Employee ownership benefits
* Two paid volunteering days annually
* Over 250 perks, discounts, and benefits
* Training, development, and apprenticeship opportunities
* Wellbeing, Diversity & Inclusion initiatives
* A recognition and awards program
Our commitment to Diversity, Equity, and Inclusion:
We are an inclusive employer committed to fair treatment and respect for all candidates.
Reasonable adjustments:
Please inform us of any adjustments needed to support your application process.
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