Job Title
Customer Support Advisor - Supplier Support
Location
Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH
Reporting To
Team Leader
Job Summary
To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.
Key Responsibilities
1. Build rapport and strong relationships with customers by providing advice and support throughout the onboarding process.
2. Make 40-50 outbound calls per day to supplier customers to explain the scheme benefits, assist with registration, and facilitate renewal of their subscriptions.
3. Accurately log and maintain records of customer contact, activities, and outcomes on our CRM system.
4. Provide clear information to supplier customers regarding benefits and processes for completing an online questionnaire required by our buyers.
5. Offer first-line support for various customer enquiries, including IT issues, procedural concerns, and application status updates.
6. Discuss payment of subscription fees with new and renewing customers.
7. Participate actively in team meetings to share information and best practices.
8. Consistently meet and aim to exceed personal call rate targets.
General
* Work collaboratively within the Operations team to achieve KPIs and process goals.
* Proactively go the extra mile to ensure a first-class customer experience.
Key Requirements
Knowledge and Experience
* Previous experience in a customer service environment.
* Working knowledge of data management and analysis.
* Experience in process improvement.
* Track record of working to deadlines and targets.
* Experience handling high volumes of inbound and outbound calls.
* Ability to adapt to a growing business environment.
Qualifications and Skills
* Degree-level education or equivalent.
* High accuracy and attention to detail.
* Strong organizational skills.
* Proficient in Excel (Intermediate or Advanced).
* Good knowledge of MS Office applications.
* Articulate with a confident telephone manner.
* Strong interpersonal and communication skills.
* Commitment to excellent customer service.
* Flexible approach to work.
Salary and Benefits
This role offers a competitive salary and benefits including:
* Blended working arrangements
* Performance-related bonus scheme
* 25 days annual leave plus 3 days between Christmas and New Year
* Contributory pension scheme
* Paid compassionate leave
* Free parking
* Flexi Friday scheme
* Refer a Friend scheme (where applicable)
* Social events
Additional Information
The Operations team is committed to delivering high-quality service through first-class customer support. All employees should be computer literate, especially in MS Office and Excel. Extensive training will be provided.
The role is Monday to Friday, 37.5 hours per week, with potential career progression opportunities to senior or specialist roles. The company currently requires a minimum of two days in the office per week, which may be reviewed.
The Company
Hellios Information is a supplier information and risk management company serving sectors such as financial services, defense, and retail. Established in 2012, it has grown to over 80 employees with a turnover exceeding £7 million. The company values providing high-quality service and fostering long-term relationships with clients and partners. For more about our values, visit our website.
#J-18808-Ljbffr