Customer Service Advisor

Description:

We are currently looking for a Customer Service Advisor for our client based in Central Ipswich. This is an exciting opportunity to work for a reputable employer in Ipswich to work within the Customer Service Centre.
As the customer service advisor you will be dealing with Faults Calls and will be dealing mainly with General enquiries and Maintenance work calls.

There are no sales targets in these roles, your goal is to provide a 10/10 service to all of the customer you serve.

PRINCIPAL ACCOUNTABILITIES:

1. To provide excellent service whilst ensuring the safety of our customer and staff.
2. Act as first point of contact for the customers, across a variety of communication mediums, adopting responsibility for resolving a whole range of customer queries to their satisfaction, within defined procedures.
3. Ensure up to date knowledge of all Customer Services processes and procedures and make proactive suggestions for improvements where appropriate.
4. Active participation in Coaching for Performance improvement sessions.
5. Take ownership of personal learning and development and support the development of colleagues through ‘buddying’ programmes.

DIMENSIONS:

To provide the highest quality information that is useful to both internal and external customers through the Customer Contact Centre.

The Customer Service Centre provides help lines for Power cuts and Emergencies, General Network Maintenance, Supplier Information and Customer Relations. Additional responsibilities include the UKPN accident reporting help line (AIRLine) for internal staff as well as back office support functions.

Customer Operations operates 24 hours a day, 365 days of the year, with a wide variety of art time, days, and shifted pattern working in full / part shift positions.

NATURE AND SCOPE:

The role requires you possess excellent customer service skills, you must be able to communicate effectively with a wide variety of people on the phone, and deal professionally, with empathy and understanding of each situation.
As an effective communicator you will have the ability to see things from the customers’ perspective and to deliver the best possible service, even when under pressure.

Health & Safety Responsibilities

Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

Employees are responsible for ensuring they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels. Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees are responsible for understanding those impacts and the controls they must ensure are applied.

This is a temporary role which will become permanent for the right candidate.
Excellent opportunity to work for an award winning company in the region.

LMIND