Details:
- Salary: £21,943 - 22,561 - Annum
- Location: NE27 Shiremoor North Tyneside
- Date: 2 weeks ago
Description:
We’re recruiting for Customer Service Advisors to earn up to £22,561 per annum.
Customer Service Advisor benefits:
* Huge discounts on products including Mobile and Broadband – saving you hundreds of pounds every year (50% of mobile, 5 codes per year for friends & family 30% discount)
* Support in carving a career path for you. We are super passionate about developing our people and we’ll support you in every way we can so that you have a career you want
* Volunteering days, so you can give back to your local community (3 paid volunteer days per day, can use the time how you want!)
* Optional Private Healthcare and Dental, for you and the family
* A share scheme where you can invest in the company at a discounted rate
* 25 days holiday with the option to buy more (works out around 32 days with bank holidays on top)
* Optional Pension scheme to protect your future
* Critical Illness cover
* Gym membership discounts
* Discounts off attractions for the family all year round
* The smaller bits like; free parking on our sites, free tea and coffee, and even a concierge
Training is included to prepare you for this role
Customer Service Advisor roles:
Collections Advisor – Inbound Payment Support
What is collections?
Collections is (in a nutshell) all about people who owe the company money as they have fallen behind on their payments. It’s all about being able to have an open and very honest conversation about what’s happened with the customer that’s made them unable to pay their bills. From there, working out a solution that works for the business and the customer – what can we do to help them get back on track? Do they owe enough that we need to look at setting up a payment plan or can we do something in the meantime to get things resolved?
Customer Service Advisor – Mobile Tech
Mobile tech is the team that deals with any technical issues to do with mobile. They don’t need to be tech experts at all – all of the knowledge they need would be covered in training but an interest in tech certainly does help. The team deal with any technical issues due to the network, device, or sometimes just user-error so it’s important to ask the right questions to understand the issue as much as possible in order to reach the best resolution. Mobile tech do deal with a lot of complaints and issues as often, customers are calling because the product or service they are paying for isn't working so there can be some irate callers.
Targets?
Service targets that contribute to bonus payments – FCR and NPS. Also, other service targets like AHT which don’t affect bonus but improve the customers experience with us. The role can also involve some value-add elements where we would encourage the team to recommend products to customers, but this is not a sales role.
Customer Service Advisor – Mobile Billing
Mobile billing deals with a lot of ‘general’ customer queries but will only ever be related to mobile accounts. As the name suggests, a lot of queries about bills come to this team but the reasons for calls can vary greatly – anything that isn’t tech or sales related usually comes to mobile billing. Mobile billing do deal with a lot of complaints and issues as often, customers are calling to question a bill as they feel they’re paying more than they need to which can be a difficult issue to overcome at times. These advisors will spend a lot of their time asking relevant questions to understand issues, running work flows to find a solution and ensuring our customers issues are resolved fully before the end of the call.
Sales Advisor – Inbound Sales OR Upgrades and Retentions
Sales is a department which was combined from separate Mobile and Broadband departments and merged into one. This team sell products to new and existing customers which includes Mobile, Sim contracts, tablets, laptops, smart watches, home Broadband, TV, 4G Wi-Fi (Mobile and Home) and also insurance to cover some of these devices. This team will also deal with customers looking to cancel with so it is about having a conversation to see why and retaining the customer.
Selling is all about having personal conversations with our customers and getting to know about their households. This way, the team can establish what products from our wide range they feel our customers would benefit from and pitching them in a personal way.
Customer Service Advisor pay:
£21,943 - £22,561 per annum. Plus an uncapped, super simple commission scheme (average 5% in Service, 15% in Collections and 30% in sales)