Hood Group Ltd. – Southend-on-Sea, Borough of Southend-on-Sea
We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward-thinking customer management business that provides outsourced customer services for well-known UK trusted brands such as John Lewis Partnership and Ticker Insurance to name a couple. Are you looking for a role where you can represent a leading brand and deliver outstanding customer service?
Join our team as a Customer Service Advisor in our Call Centre! As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional service.
What will I do in the role?
1. The most important part of the job – being our Brand Ambassador
2. The first point of contact for all customer queries
3. Handling a high volume of inbound and outbound customer calls
4. Providing outstanding customer service across telephone, webchat and email. This usually involves dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.
5. Updating customer records as and when necessary.
What do I need?
1. Good customer service experience, ideally in a call centre
2. A genuine passion and desire for delivering ‘excellent customer service’
3. Ability to be versatile in your approach to adapt your style for each customer
4. Ensuring an empathetic approach for all our customers
5. Strong written and verbal communication skills
6. A true team player
7. Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases
8. Tech Savvy, able to move between different systems, conduct more than one webchat at a time, and amend templates as necessary for customer enquiries.
9. Have the drive and willingness to learn
What are the working hours?
40 hours per week on a rotating shift basis, between the hours 8.00am–8.00pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00am-5.30pm.
Why work for us?
To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits:
* 31 days annual leave (including bank holidays)
* Salary - £24,960.00-£27,040.00 per year
* Employee Assistance Programme
* Health & Wellbeing Programme
* Incentive of £250 on Refer a friend scheme
* Learning & Development assistance Programme
* Private Health Insurance
* Eye Care Vouchers
* Pension Scheme
* Modern office based right in the heart of Southend-on-Sea, just off the high street
* Working from home allowance
We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20mbps download & 10mbps upload, available at all times. We have a robust full-time 4 weeks’ training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.
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