Customer Support Representative
Kilmarnock
£25,000
Monday to Friday - 8 am to 4 pm or 9 am to 5 pm
What your day looks like
A new challenge every day (let’s be honest… work can be tiresome doing the same thing repeatedly)
Help customers who are experiencing complex personal circumstances
Discuss, empathise, and encourage disclosure of information to allow you to help customers
Communicating with customers and third parties via telephone, email, letter & live chat
Work together with your team and share best practice to continually improve our service
Celebrate success – we encourage you to highlight awesome work completed
And finally, when you need any support…. you got it!
What we expect from you
Deliver great conversations and customer outcomes – by phone and in writing
Maintain consistently high standards of quality during customer interactions
Know Your Customer – Take the right approach, not necessarily the normal approach
Adhere to regulations (we will cover these off in training)
Efficiently managing your caseload within agreed targets
Comfortable using multiple systems and Microsoft packages
Adhere to our values
Committed to always doing our best work
Accountable for our actions
Respectful in our interactions with each other
Ethical in every situation
Successful because we work together as a team
You’ll be
Confident and empathetic when communicating with customers including regularly speaking to those who threaten to complete suicide and/or harm themselves and the recently bereaved.
a patient demeanour.
Able to make confident decisions about capacity & incapacity.
Good at reading between the lines and listen out for/look for things customers haven’t disclosed, but may factor into our decision making.
Ability to show great resilience after upsetting and unsettling calls.
Willing to share your own expertise and ideas (we want your input so we can keep improving)
Open to coaching and keen to learn new skills
Great at engaging with customers and building relationships, with a service minded approach
The perks (who doesn’t love a perk or two) ✓ Monthly/Quarterly recognition programme and incentives throughout the year ✓ Ability to earn annual bonus ✓ Hybrid/Flexible hours of work – Currently Monday to Friday between 8am and 5pm ✓ Part Time Hours considered.
And above all else, real job satisfaction.
You’ll soon realise you are truly helping those who need our support, during a vital point in their life. If all that tickles your taste buds, then we really look forward to hearing from you (best get that cv updated...but we’re sure you’ve already done that)