Customer Service Advisor

  • Location
    Woking, Surrey
  • Category
    Customer Service - Customer Service Advisor
  • Contract Type
    Temporary contract
  • Salary
    £ 10 - £ 10.99 / Hourly
  • OrganizationType
    Home/Office

Are you an experienced customer service specialist with a passion for delivering outstanding customer service? We have an amazing opportunity for you:


Temporary to Permanent Opportunity


Immediate start


2 weeks full training


Hourly rate £10.99


Based: Woking with hybrid working


Our client who are a leading non profit organisation, are offering an amazing opportunity for a Supporter Operations Specialist to join their award winning team, who provide front line supporter engagement through their multi-channel contact centre operation (telephone, email, social media, live chat post and face to face.


The roles is being offered on a shift base, which is predominantly office based working 35 hours Monday to Saturday between 8am and 8pm which include 5 shifts: 8-4, 9-5, 10-6, 12-8. After your initial 2 weeks training you will have the flexibility to work 3 days in the office and 2 at home.


You will be joining a high performing team who use their own unique personality and the company's tone of voice to champion and exceed customer expectation, delivering their customer promise through inspiring and personalised conversations.


MAIN PURPOSE AND SCOPE OF THE JOB


In this role, you'll handle a wide variety of enquiries across all contact channels.


KEY RESPONSIBILITIES AND ACCOUNTABILITIES



  • Communicating with their supporters via a range of channels, including inbound and outbound telephone calls, email, live chat, social media, letters and face to face via internal or external events and via their Front of House service.



  • To build rapport with supporters to deepen their engagement through the delivery of a personalised and inspiring supporter care experience



  • Maintaining/updating and accurately recording all conversations on their database

  • Develop a good understanding of the BACS Direct Debit Scheme and Gift Aid, in order to provide informed guidance to supporters in relation to their regular gift.



  • Handle and process donations and adjustments to Direct Debits and payment plans

  • Support managers and supervisors with any coaching and training needed for peers, junior specialists and any other person working temporarily within the team



  • Maintain a detailed knowledge of fund raising campaigns and our products in order to respond to enquiries effectively.

  • Effectively identify, handle, log and escalate complaints and supporter feedback in order to contribute to improved supporter experience and increased engagement and ensure learning from complaints is taken on board

  • Identify and share information regarding operational issues, in particular those impacting the supporter experience, escalating to Supervisor or Manager to investigate through to resolution with colleagues and partner organisations



PERSON SPECIFICATION


You will be an experienced customer service specialist with a passion for delivering outstanding customer service in an office, contact centre or charity environment; talking to people by telephone, email, letter, live chat and social media. We want an exceptional team player who will give the very best not just for themselves but for the team as a whole.



EXPERIENCE, QUALIFICATIONS & KNOWLEDGE



  • Good standard of education or equivalent experience, proficient and fluent in English

  • Experience of working in a customer-focused environment including face to face

  • Experience in dealing with complex customer enquiries

  • Understanding importance of supporter satisfaction, retention, and loyalty

  • Understanding of risk management, particularly mitigating against reputational risk

  • Extensive working knowledge of contact databases and multi channel platforms


SKILLS AND COMPETENCIES



  • Clear and concise written and spoken communication skills

  • Excellent organisational and time management skills

  • An outstanding team player who is able to work effectively even when things get busy and remain calm under pressure

  • Ability to use initiative, handle pressure appropriately and make effective decisions

  • Able to resolve people's issues, quite often in challenging situations.

  • Able to manage sensitive issues confidentially and with sound judgement

  • Delivery focused with a passion for quality and innovation, a flexible and adaptable attitude and willing to accept and drive change

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.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Joan Collins