Location: This is an office role based in our Central Support Office in Liphook
Working Hours: Full-time position; 35 hours per week; various shifts between 8.00am-8.00pm Mon-Thurs, 8.00am to 6.00pm Fri
Our Customer Service Advisor is our first point of contact for new and existing customers and always puts the customer at the heart. With excellent product knowledge, providing help and support by actively listening, demonstrating empathy, and being solutions-focused. Responsible for delivering service excellence, every time, as measured through our C-Sat framework.
The Role:
1. Deliver efficient and effective, quality customer service through multiple channels i.e., phone (inbound and outbound), email, chat, and social media.
2. Have a positive approach to work, being agile, and able to thrive in a busy, fast-paced environment.
3. Maintain a high level of knowledge about our products and services and be able to inform and educate customers of the benefits of being with Rocksteady.
4. Focused on first-time resolution, ensuring we are easy to do business with.
5. Investigating customer queries and interacting with other departments within Rocksteady, when required, ensuring we also provide the right solution.
6. Navigate our internal systems quickly and record information accurately.
7. Manage, investigate, and resolve customer complaints, where necessary.
8. Achieve monthly SLAs/KPIs on quality, C-Sat, productivity, and first-time resolution, proactively highlighting any additional training needs and taking onboard any feedback given through quality assessments.
Your training will include:
1. A full induction training programme that will get you up and running in the job quickly.
2. How to engage in good quality conversations with customers and resolve their queries effectively.
3. How to work with the internal systems and record information accurately to provide excellent customer service.
4. Ongoing development plan to ensure you are confident, learn and develop, and excel in your role.
Skills and Experience
1. Passionate about people; putting the customer at the heart of everything.
2. Computer literate and previous experience managing customer interactions through omni channels i.e., calls, emails, chat, social. (Zendesk experience preferred but not essential)
3. Ability to prioritise multiple tasks, remain agile, and work in a fast-paced environment.
4. Excellent written and verbal communication skills.
5. Exceptional telephone manner.
6. Organised, accurate, and high attention to detail.
7. Resilient and able to deal with challenging conversations, where required.
8. A positive and enthusiastic approach to work and a great team player.
Benefits:
* 35 hours working week
* Annual staff bonus
* Work in our office which is a beautiful, converted manor house in rural Hampshire with vast grounds complete with its own lake and orchard.
* Free onsite parking
* Benefits package including discounts on everyday purchases, free 24/7 GP service, and more.
* Fun – through annual staff away-day, Christmas party, and opportunities to socialise with other like-minded and passionate individuals throughout the year.
* Opportunities to work with the Rocksteady Foundation, reaching children and young people in charities and support groups across the UK.
Additional Information
We are committed to safeguarding and promoting the welfare of all children and expect all our staff to share this commitment.
As this role involves regular work with children and young people, and meets the definition of regulated activity, it is exempt from the Rehabilitation of Offenders Act 1974. Under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 you must disclose all unprotected unspent and spent cautions and convictions. Further details on what convictions must be declared can be found in the Government's Guidance on the Rehabilitation of Offenders Act 1974 and the Exceptions Order 1975.
If you are offered this position, Rocksteady will ask you to complete an enhanced DBS check with a children's barred list check.
It is an offence for an individual who has been barred from working with children to apply for regulated activity. Providing false information is also an offence and could result in the rejection of the applicant, summary dismissal if selected, and possible referral to the police.
Rocksteady Music School is an equal opportunity employer. We are committed to the fair treatment of staff, potential staff, and of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability, or offending background.
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