Full Time Customer Service Advisor (Fixed contract)
Customer Service Advisor / Full Time position / up to 9 Months Fixed term contract / £12.21 per hour + Holiday entitlement Monthly Pay / Ideal start date 17th March 2025 up to end November / Location Coalville / Monday to Friday 08.30am to 5pm / ½ an hour unpaid lunch break / Full Training & Induction provided / Very friendly team / New refurbished office / On site parking available / Public transport route.
This is not a Permanent contract, however, we are always looking for permanent employees, therefore, if the business requires, we will always consider employees who have worked with us successfully previously.
Ideally, we are looking for a customer service advisor experienced in Inbound and outbound calls. Initially, you will be liaising with Schools or group coordinators, as well as customer queries, enquiries, complaints and guiding customers through our online ordering process.
My Childs Art runs two projects throughout the year, Our Spring project opens February 2nd and ends mid-July and the Winter project opens mid-August and ends December. Initially, we will be making outbound calls to our existing groups/schools who have registered with us previously, to inform them the fundraising projects are now open for registration. Therefore, these calls are nice warm calls and do not require outbound sales experience, just a good understanding of our projects and a friendly telephone manner. We will then move onto dealing with Customers inbound calls, emails and webchat communications. The two projects are quite different in regard to the volume of queries we receive, the Spring project can be a steady flow of up to 50 emails, calls etc daily, however, the winter project can scale up very quickly to 200 calls, emails per day, so along with the everyday tasks of outbound calls you will be dealing with high volume of inbound calls etc, therefore ideally the advisor will be comfortable/confident with a very, very busy schedule.
During the Winter project we will adjust our opening times from 6am to 7pm Monday to Friday, so we will require some flexibility with start and finish times, this may include working remotely over the weekend for up to 4 hours on one of the days.
Full training will be provided, and regular reviews will be held to support all our advisors.
Main Duties involved:
1. Resolving customer queries/complaints
2. Responding to incoming emails/web chat enquiries
3. Inbound and outbound telephone calls
4. Maintaining database (CRM)
5. Group coordinator liaisons, inbound and outbound communications.
6. Assisting customers, trouble shooting and help come up with the best possible solution for both the customer and the business.
7. Multitasking and managing ongoing tasks
8. Understanding the terms and conditions and be able to relay these confidently to the customer
Required experience
1. Call centre or contact centre customer services or account management
2. Intermediate computer literacy, (hardware and software skills a must)
3. Administration, managing spreadsheets, using databases, documenting dialogue and outcomes, and actioning tasks to implement.
4. Outbound and inbound customer communication, confident but approachable attitude
Environment
We are a small team based with an open plan, open door environment. We value versatility and encourage you to contribute in finding new initiatives and solutions. We offer a positive workplace and strive for shared purpose, values and trust.
During the spring project there will be a Customer Service Manager and experienced advisor + 1 new advisor and during the winter there will be a Customer Service Manager, 2 experienced advisors + 2 new advisors.
Desirable Skills
1. Reliable and conscientious
2. Ability to build rapport quickly
3. Strong communication
4. Patience & understanding
5. Problem solving
6. Respectful and empathetic
7. Positive mindset
8. Decision making
9. Efficiency
10. Good time management
11. Willingness to learn new skills
12. Calm nature
Previous applications need not apply, Please apply by sending your CV along with a covering letter or telephone 01530 887650 Option 5 to speak to our recruitment manager.
Interviews will be held the first week of March 2025.
Job Types: Full-time, Fixed term contract
Contract length: 9 months
Pay: From £12.21 per hour
Expected hours: 40 per week
Benefits:
* Casual dress
* Company events
* Discounted or free food
* On-site parking
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* Weekend availability
Experience:
* Customer service: 1 year (preferred)
Work Location: In person
Application deadline: 21/02/2025
Expected start date: 17/03/2025
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