Position: Customer Service Advisor (Hybrid)
Job Type: Permanent Salary: £23,160 pa
Hours: 37.5 hours per week, between 8.30am to 6pm Monday to Friday
Location: Hybrid/Ellesmere Port Office (1 x days office based & 4 x days home working)
Main Purpose of the Job: You will be responsible for effectively and consistently resolving queries received from clients and service providers through inbound telephony and email management. Day to day responsibility for maintaining service levels of inbound queries and logging of these queries form key areas of the role. Delivery must be achieved by offering the highest standard of customer service to all parties and where possible providing a first call resolution. You will work closely within the Customer Services team and other Operational teams to ensure the overall Customer Service aims and objectives are met and exceeded.
Specific Tasks:
•Manage individual workload of inbound and outbound telephone calls, emails and webchat
•Liaise with all relevant parties to provide a satisfactory response
•Update the Case Management system, ensuring latest case information is held on file
•Support the escalations process and liaise with internal departments where appropriate
•Meet service levels as required for specific tasks
•Promote best practice methods
•Make recommendations to management regarding standards, documents, environment orother improvements
•Perform other tasks as re...