Customer Service Adviser What is the role Protecting and enhancing revenue through delivering first class, timely customer service from all methods of customer contact. Working within a busy, vibrant department this role will encompass all aspects of ‘Front Line Customer Service’, including complaint handling, problem solving and management of online customer reviews. What you will do • Message handling within agreed current service level delivering first-time resolution for customer queries in line with policies & procedures • Handling incoming calls within agreed service level and standards with an aim of first-time resolution, delivering all the customer needs in line with Policies and procedures • Return communications with customers within agreed timescales to ensure full resolution of customer queries and issues • Investigating and escalating customer issues when appropriate to enable effective resolution and continuous improvement • Utilising available systems for tracking, information gathering, troubleshooting and communication • Liaise with internal departments and third parties such as couriers for resolution of customer issues • Effectively handle any customer complaints through to resolution, ensuring all key stakeholders are informed • Taking payments and issuing refunds taking all necessary steps to secure confidentiality of customer data at all times • Day to day administration and system updates • Contributing to the continuous improvement of customer service by suggesting and assisting with improvements in processes, procedures and ways of working and delivering customer communications What you will bring • Customer service skills – relationship management and putting the customer first • Problem solving and ‘can do’ approach • Attention to detail – meticulous, thorough and right first time mentality • Time management • Ability to prioritise workloads • Self-motivated and proactive approach to tasks • Willing to learn and able to work under pressure • A strong commercial outlook & keen business sense • Excellent organisational skills • Ability to work to tight deadlines • Good English & communication skills • Proven ability to work well within a team and to use own initiative • Proven record of good attendance and flexibility • An energy and enthusiasm to succeed • Ability to adapt to frequent change within a high pressure environment