|For: Customer Contact Advisor|
Meyer Scott Ref: VR/05439
£10.27 per hour
Meyer Scott Ref: VR/04900
You will be a part of a highly skilled and committed team of professionals delivering the Customer Contact Service, offering a first class customer experience and maximising value for money.
You will be responsible for maintaining excellent customer satisfaction ratings and resolving customer enquiries via multiple channels including: face-to-face, telephone, text message, email, web-chat and social media.
You will deliver a wide range of services directly to the customer and seek to resolve enquiries at the first point of contact. You will also take advantage of opportunities to resolve multiple enquiries at the same time helping the realisation of efficiency gains and enhancing the customer experience.
Resolve queries and advise customers on a wide range of services via multiple channels including: face-to-face, telephone, text message, email, web-chat and social media.
You will follow up the commitments you make to the customer and act upon them in a timely manner and in line with their expectations.
To represent and champion the Customer Contact Service.
To build relationships with customers inspiring their trust in both you and the Company
Maintain up to date knowledge and understanding of services and systems used within the Customer Contact Service.
To proactively seek out and resolve potential issues before they arise, escalating more complex issues as appropriate.
To recommend service improvement opportunities both within the Customer Contact Service
Where appropriate, promote and encourage lower cost contact channels including self-service, web chat and email.
Using the customer relationship management system, maintain and update customer records ensuring accurate and relevant information is captured.
Process customer payments and facilitate the setting up of direct debits.
Undertake administration tasks as required including the production of correspondence and documentation.
Apply appropriate and effective communication techniques when dealing with customer contacts including diffusing conflict and managing sensitive situations.
Maintain a commitment to the companys Vision, Aims, Approaches and Actions.
The recording of customer feedback including compliments, comments and complaints.
The recording of freedom of information requests.
N.B - The Customer Contact Service operates Monday to Friday 08.00am to 5.30pm. Customer Contact Team Leaders will work a 37 hours week on a shift rota operating between these hours.
Pay Rate: £10.27 per hour