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Customer Services Advisor

Job Description

Customer Services Advisor

Location: Hybrid - Sevenoaks, TN13 1AX
Salary: £29,050 per annum (Full-time, Permanent)
Hours: 37 hours per week (Mon-Thurs 8:00am-5:15pm, Fri 8:00am-5:00pm, shift pattern)
Closing Date: 8:00am on 15 November 2024
Interview Date: Week commencing 18 November 2024

Purpose of the Role:
As a Customer Services Advisor, you'll provide tailored, first-time solutions across all contact channels, ensuring customers receive exceptional service. You will have the opportunity to make a real impact by delivering a positive, high-quality experience and actively listening to customer feedback to help continuously improve the service.

Responsibilities:

  • Deliver consistently excellent customer service through phone, email, social media, and web, aligning with service standards and customer service KPIs.
  • Personalize the service to meet each customer's unique needs, supporting diverse communities.
  • Manage challenging conversations and resolve complaints with professionalism and empathy.
  • Work collaboratively with colleagues, partners, and contractors to provide a seamless, joined-up service.
  • Embrace learning and development opportunities to keep your skills and knowledge current.
  • Promote digital service options to tenants, including the tenant portal and website.
  • Participate in training and workshops, applying best practices from the "Making a Difference" program.

About You:

  • Experience in customer service or contact center environments, with a commitment to making a positive difference.
  • Excellent communication skills across phone, email, live chat, and social media.
  • Confident using Microsoft Office and internal systems, with a willingness to learn new ICT tools.
  • Strong decision-making abilities and a solution-focused approach, especially in challenging situations.
  • Ability to work accurately and prioritize tasks in a fast-paced environment.
  • Understanding of equality and diversity principles in customer service.

What We Offer:

  • Competitive salary
  • Generous annual leave with an additional three days for Christmas
  • Company pension scheme, life cover, and health cash plan
  • Wellbeing grant and paid time off to volunteer
  • Hybrid working with an expectation of two-fifths office-based each week