JOB DESCRIPTION
AKG Group UK Company:
AKG (UK) EMPLOYMENT LTD
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:
Onboarding 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/Interactions
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.
In your role, your primary activity will be to support the AKG 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.
* Communicate with customers through inbound calls.
* 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 Information Security), ISO 9001 (Quality) and ISO Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.