Customer Service Advisor - Hybrid

  • Location
    Leicester, Leicestershire
  • Category
    Customer Service - Customer Service Advisor
  • Contract Type
  • Salary
    £ 23000 - £ 25000 / Year
  • OrganizationType

We are recruiting for an experienced Call Centre Advisor to work in Syston working an 8 hour day Monday to Friday between the hours of 8am - 5pm, plus one Saturday in 4 although the day is a lot shorter either 8am - 1pm or 8am - 3pm and paid at time and a half

Once training is completed in Syston they can offer some flexibility of working from home 3 days and in the office 2 day however you must be based locally as training is continuous

As the Call Centre Advisor your starting salary will be £20,700 and at 6 months will increase to £21,217 then it increases to £22,252 once you have been there 12 months plus an opportunity to earn additional £1800 bonus which is paid monthly based on your performance and time and a half on Saturdays which will increase your annual salary significantly

As the Call Centre Advisor you will provide a market leading service to both our clients commercial and domestic customers via the phone and email. To take high volume inbound calls and to manage outbound campaigns during quieter periods. identify opportunities to add value to the customer journey, through service delivery and promoting additional service options to our customers, ie, direct debits, on line accounts, paperless billing.

As the Call Centre Advisor you role will include the following
* To work towards annual objectives, for KPI's to include talk time, wrap time, call answer rate and Quality monitoring
* To receive incoming general customer enquiries and orders
* Deal with customer pricing and account issues to achieve commercial benefit for the company and complete customer satisfaction
* Own and resolve complex customer queries accurately and efficiently across multiple services
* To actively make outbound telephone calls to existing/lost customers, for none taken, asset retrieval and overdue debt collection for Domestic Customers.
* Calculating and discussing the benefits of Direct Debit use for domestic customers and verbal set up of this facility with associated administration
* Direct Debit payment reviews
* Referral to the credit control department for aged debt management
* Prepare communications to customers (e.g. letters / emails)
* Contribute to specific projects and initiatives to improve systems or processes that will help deliver a better customer experience

As the Call Centre Advisor we are looking for the following attributes
* Excellent communication skills both verbal and written
* A responsible attitude and leads by example
* Ability to work effectively within a team
* Is customer-focused, wants to please customers, above and beyond the call of duty
* A positive outlook with the ability to motivate others.
* Good 'people skills' for building relationships with colleagues at all levels
* The ability to plan and prioritise your own work
* Ability to multitask
* Excellent time management
* Integrity and trustworthy when dealing with customers and colleagues
* Has empathy for the customer's situation
* Able to negotiate and use influencing skills in difficult situations
* Excellent questioning skills
* Takes ownership for resolving issues and seeks assistance when needed
* Works accurately with attention to detail
* Works in the best interest of both customer and company
* Flexible approach to working overtime as required

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Michelle Jackson