Customer Service Advisor - Leicester - Temporary
 
Are you an experienced Customer Service Advisor seeking a new role?
 
Are you a confident and customer focussed individual looking to offer a best in class service?
 
This role could be for you!
 
Key Responsibilities:
 
-Respond to incoming customer calls, retain ownership through to resolution
-Use all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).
-To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is taken
-Drive the resolution of complaints, liaising with the operations team, to meet the key "Day +1" (48 hour) KPI
-Establish and maintain good professional working relationships within the team, operations and the client
-Keep customers updated and informed of the progress of their enquiry/complaint
-Maintain accurate and comprehensive data records
-Follow defined work management and company processes and policies at all times
-Learn, retain, extend and apply basic understanding of gas mains replacement
 
Skills and Qualifications:
 
-Confident and customer focused
-Committed to putting customers first and achieving high levels of satisfaction
-Empathic, able to see someone else's point of view, be all inclusive
-Patient and attentive, with good active listening skills
-Understands the importance of keeping customers informed and updated in line with our process
-Adopts and maintains positive language and a 'can do' approach to customer challenges
-Respect customers' busy lives and ensure promises are delivered
-Be adaptable, accommodating and flexible in responding to the needs of different situations
-Demonstrate exemplary personal behaviour towards colleagues and others
-Actively seek to build relationships at all levels; to be collaborative and sharing
-Be quietly persuasive and bring people with you
-Show emotional control when under pressure
-Take ownership and responsibility for your workloads, application and performance
-Assess and defuse conflict/areas of difficulty and find win/win solutions
-Teamwork, understand the importance of working together and supporting colleagues
 
Specific Requirements:
 
-Contact centre and/or customer service background - essential
-Experience of working in a fast paced environment, working with KPIs and SLAs - desirable
-Experience of dealing with enquiries and complaint handling - essential
-Attention to detail - essential
-Strong communication skills, both verbal and written - essential
-Experience of CRM systems and Microsoft packages - essential
-Knowledge and experience of using SAP - desirable but not essential
-Knowledge/experience of working in the utilities industry - desirable but not essential
-Understanding of regulatory requirements - desirable but not essential
-Gas industry experience - desirable but not essential
 
Our client's operating hours are between 8am - 8pm during weekdays and 9am - 4pm every Saturday, therefore a flexible approach to shift work is required. For every Saturday worked, you would have a day off in lieu during that same week.
 
For the right candidates my client are offering £13 PAYE per hour for a 45 hour week.
 
This is an excellent opportunity to make a great impression and potentially secure longer term work. Therefore if you are interested, please apply without delay or call Joe on 02393876077 to be considered.