Customer Service Advisor

Customer Service Advisor
Fleet
£11.20 per hour
 
 
1-1 Recruitment are seeking a flexible Customer Service Advisor to provide out of hours support to customers. You will be the first point of contact, so it is essential you provide and deliver excellent service standards and maintain high customer satisfaction. This is a part-time job share, so occasionally you may be required to work or cover a slightly different shift. The required hours for this role are 11 hours per week, Tuesday & Friday evenings 5.30pm – 9.00pm and Saturday 10am – 2pm. Although these hours are minimal for now, there will be a chance to work some overtime.
 
This is a remote role, so the ideal candidate will be required to work from home, due to the office being closed from 5.30pm onwards and over the weekend. However, the first week will be a 5 day, 9am – 5.30pm office-based training week. All necessary equipment will be provided.
 
 
MAIN ROLE:
·You will engage with customers via telephone, email, live chat and instant message via social media.
·You will deal with any general administration when required and any other duties in accordance with the needs of the business.
·You will liaise with the Customer Care Team to provide handovers between shifts to ensure there is no dip in service of customer communications.
·Whilst you will be supported by the Customer Experience Manager, it is essential that you effectively communicate with the wider team using the resources available to you (Microsoft Teams, Outlook email).
 
KEY DUTIES & RESPONSIBILITIES:
·Learn and retain key product knowledge.
·Support customers with product queries through various channels of communication both pre- and post-sale.
·Investigate and resolve customer issues and provide real-time troubleshooting using our session replay software.
·Make careful and considered decisions and know when to reach out for assistance and know when to formally escalate a matter to complaint.
·Manage the Customer mailboxes responding to all customer enquiries by email and live chat and where possible, hit the company response timeframe of one hour.
·Manage the Partnerships mailbox responding to all partner related enquiries.
·Monitor our social media channels.
·Take phone calls from the MID and Police to confirm whether cover is in place for roadside stops and impounded vehicle releases.
·Monitor and respond to our customer reviews.
·Prepare detailed Handovers at the end of every shift to ensure a smooth handover between yourself and the next member(s) of staff. You will need to ensure all customer queries that are escalated are followed up.
·Plus, any other ad-hoc work as and when required by the business.
 
SKILLS & REQUIREMENTS:
Previous experience in a customer service support role is essential.
 
•    A strong and confident communicator.
·A strong desire to keep the Customer at the heart of all you do within your work and provide excellent customer outcomes as a result.
·A good eye for detail is essential.
·Ability to learn and apply knowledge.
·Problem solving skills.
·Accuracy in gathering and recording of all information.
·Excellent written and verbal communication skills.
·Confidence in liaising with customers, insurers, the Police and MID and other external providers by phone, email and live chat.
·Clear strength in organisation, multi-tasking and ability to manage own workload
·Ability to work under pressure.
·An understanding of the DPA & GDPR is desirable, but not essential.
·Strong administrator who achieves tasks to a high standard of efficiency.
·Experience in the Insurance industry is preferred, but not essential as full training will be provided.
 
BENEFITS:
 
·There will be a standard 6 month probation period, and staff benefits will apply upon successful completion of this.
·The holiday entitlement based on 11 hours per week is 68.5 hours (this includes Bank Holidays).
·We value our employees and know that the hard work of our team is the reason we have got to where we are now.
·We acknowledge the effort our teams put in and support their personal and professional development.
·We know that hiring great people and creating an environment where our employees can flourish enables us to continue to produce a great product and be the best at what we do.
·Outside of the office, we are keen to promote a social environment where the whole team can get together and enjoy themselves. In the past, we have hired a box at Ascot races, been to a virtual F1 racing experience, enjoyed Top Golf and regularly host quiz and poker nights. Most recently we spent the evening together at Oakley Hall Hotel after 18 months of working from home.  
 
1-1 Recruitment is one of the leading recruitment agencies for jobs in Basingstoke for permanent, temporary and contract recruitment solutions. Due to the high volume of applications we’re receiving, if you do not hear from a consultant within 5 days, unfortunately your application has been unsuccessful on this occasion. In the meantime please keep an eye on www.1-1recruitment.co.uk for any other potential vacancies.