Customer Service Advisor
Worthing, West Sussex
Part time, Permanent - Hybrid
£22,440 per year plus a competitive commission structure
We’re looking for charismatic, cheerful and compassionate individuals to join our Customer Service Advisor team here at Bluecrest!
Led by our Customer Service Manager; Lou, you will be the first point of contact for our potential and existing customers. You’ll ensure that each customer you speak with receives exceptional customer service and a memorable customer experience.
Externally, we are a hard-working, driven team with a strong focus on providing an outstanding experience and getting the best outcomes for our customers. Internally, we are a unique and enthusiastic group that values collaboration, individuality, and open communication.
What we can offer you in return*
* A competitive salary of £22,440 per year
* Competitive commission structure of up to £2,400 per year available
* Four free Health Assessments per year, which can be used by yourself, family or friends
* A further 50% off any additional testing
* 23 days annual leave, rising to 25 days after 1 year, and rising an extra day each year up to 28 days – plus bank holidays on top!
* Sophos@Home protection
* EAP Scheme
* Company sick pay scheme
* Enhanced family leave
* Life Insurance
* Employee referral bonus scheme of up to £1,000
* Matched company pension (up to 5% or up to capped amount)
* Cycle to Work Scheme
* Employee Charity Sponsorship Scheme
* Discounted Gym Membership
* Home office allowance – yearly allowance of £130 to make working from home more comfortable!
*After qualifying period & subject to terms and conditions and/or eligibility.
Your day-to-day duties will include…
* Managing inbound service enquiries from customers, across B2B, B2C and Strategic Partners, across multiple channels and identify opportunity to provide a positive experience
* Making outbound service-related calls to existing customers, including but not limited to; re-assessment callbacks, payment chasing, customer enquiries
* Assisting with and manage incoming sales enquiries, acting as overflow support to ensure a seamless customer experience.
* Providing effective support for customer complaints at Stage 1 and Stage 2, conducting thorough investigations and delivering positive outcomes
* Taking accountability and achieve all required customer interaction SLAs.
* Taking accountability and achieve all current service KPIs
* Being open and proactive to coaching, feedback and service skills training
* Achieving an industry standard of Quality Assurance score of 95%
* Adhering to ISO 9001 and internal service policies
* Engaging with customers via multiple communication channels, addressing inquiries, resolving issues, and assisting with product or service-related questions
* Working closely with other departments to ensure that customer feedback is communicated and that customer needs are met in a timely and efficient manner
* The above is not an exhaustive list of duties and responsibilities and the post holder is expected to undertake other duties appropriate to the role as may be reasonably required
The hours…
* Part time, Permanent
* 33 hours per week
* These hours can fall any days between Monday and Sunday
* Monday to Friday working hours, any times between: 7am – 8pm
* Saturday and Sunday working hours, any times between: 8am – 5.30pm
* Weekends are rotational: you may find yourself working 2/6 weekends
* Hybrid – 1 day per week in the office
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