Meridian Business Support are seeking a Customer Service Advisor to join a national Customer Contact Team based in a call centre environment in the heart of Middlesbrough (TS1).
Start a new & exciting career within the Banking & Financial Services sector, within our client's award-winning international company that operates within 7 countries and has 27,000 colleagues.
Salary: £23,020 pa + performance-based bonus
Shifts: Any 5 days out of 7 - Includes Weekend Work on rotation
Shift Times: between 07:00 to 23:00
Latest Start Time: 15:00
Contracted Hours: 38.33 hours per week **Hybrid working offered after initial 12-16 week on-house training**
As a Customer Service Advisor, you will be the first point of contact for customers. Through great conversations, you will understand the customer's situation, take full ownership during the investigation of the situation, and support the customer to a resolution.
Working as part of the customer service team, you will ensure all calls are answered within company guidelines, providing excellent customer service, navigating multiple systems during the calls to find and log all details to support finding the answers. Strong computer skills coupled with the ability to deal with sometimes distressed or upset customers is a must.
Due to the nature of this role, coming from a regulated background is advantageous, but not necessary as long as you have a great telephone manner, a problem-solving mind, and a flair for resolving issues.
A DBS and Financial check will be completed as part of the vetting process.
This role is STARTING 13TH JANUARY 2025
Customer Service Advisor - Role & Responsibilities:
1. Make sure to put customers first - taking ownership of their queries, building rapport quickly, and providing the highest level of customer experience.
2. Learn to act with skill and diligence - treating customers sensitively and caring about helping them move forward with their futures.
3. Diagnose a full range of customer needs, providing appropriate product information, help, and support to meet the needs identified.
4. Possess good attention to detail and grow the confidence to spot and call out issues and trends to improve customers' journey and experiences and escalate in briefing activities.
5. Make sure all customers are acknowledged and responded to within pre-arranged service levels and timeframes.
6. Ensure all interactions are fully, accurately, and consistently logged and updated on the customer service systems.
7. Respond positively to customer objections using a range of questioning techniques, demonstrating empathy and understanding.
8. Take responsibility for managing your own workload to ensure all response times are met or exceeded.
9. Take personal ownership to keep knowledge of products, policy, and procedures up to date.
10. Build and maintain strong working relationships with other parts of the organization to support the delivery of outcomes and great customer experiences.
11. Proactively identify and escalate risks, taking responsibility for complying with all policies, procedures, and regulatory requirements.
Customer Service Advisor - Experience & Attributes:
1. Proven ability to deliver an outstanding customer experience in difficult situations.
2. Experience within customer service or hospitality is welcome.
3. Ability to effectively communicate verbally and in writing.
4. Hold excellent attention to detail, with the ability to assess and understand information.
5. The ability to manage your own workload and prioritize accordingly.
6. The confidence to make decisions within agreed discretionary limits.
How to Apply:
If you are a dedicated individual looking for flexible opportunities, we would love to hear from you. Please submit your CV and availability today!
Please contact Nikki on (phone number removed) or email (url removed).
Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.
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