Overview
Position: Customer Service Advisor
Location: Worthing, West Sussex
Contract: Part-time, Permanent
Salary: £20,400 per year
Responsibilities
* Manage inbound service enquiries from customers across B2B, B2C and Strategic Partners, through multiple channels, and identify opportunities to provide a positive experience
* Make outbound service-related calls to existing customers, including re-assessment callbacks, payment chasing, and responding to customer enquiries
* Assist with and manage incoming sales enquiries, acting as overflow support to ensure a seamless customer experience
* Provide effective support for customer complaints at Stage 1 and Stage 2, conducting thorough investigations and delivering positive outcomes
* Take accountability to meet all customer interaction SLAs and current service KPIs
* Be open to coaching, feedback and service skills training; strive for a QA score of 95%
* Adhere to ISO 9001 and internal service policies
* Engage with customers via multiple communication channels to address inquiries, resolve issues, and assist with product or service-related questions
* Collaborate with other departments to ensure customer feedback is communicated and needs are met timely and effectively
* Comply with privacy and data handling requirements; disclose any convictions as part of the application where applicable
* Note: We are not accepting recruitment agency approaches for this vacancy; we manage recruitment directly
* Personal data will be handled in accordance with the company Privacy Policy
* Visa sponsorship is not available for this position
* Previous experience in a contact centre environment (inbound or outbound) is preferred
* Ability to listen attentively, identify opportunities to improve customer experience, and adapt to different customer types and communication styles
* Strong verbal and written communication, problem-solving, and first-call resolution focus
* Proficient in Microsoft Office and customer service software; strong organisational skills
* Professional telephone manner; high personal integrity and commitment to quality
* Ability to work under pressure and in a fast-paced environment
* Interest in health care is desirable
Qualifications
* Previous contact centre experience in inbound or outbound roles
* Ability to listen and empathise with customers
Benefits
* Balance & Support; 23 days annual leave rising to 28 with years of service, plus bank holidays
* Company sick pay; enhanced family leave
* Learning & Development: Apprenticeship schemes, career development, Bluecrest Academy, leadership development, 24/7 Learning Library
* Financial & Lifestyle: Salary sacrifice pension, employee charity sponsorship, discounts, home office allowance, cybersecurity protections, EAP
* Health & Wellbeing: Discounted gym membership, cycle to work, up to four free health assessments per year, 50% off additional health tests, life insurance
* Work arrangement: Part-time, 30 hours per week, 4 x 7.5 hour shifts; some weekend work; hybrid option: 1 day per week in the office
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