In our Senior Customer Service Advisor role, you’ll be supporting the Customer Service team in delivering a first-class customer experience across all methods of customer contact (including call handling, on-line services and in person); with a strong focus on providing an early resolution. ??Location: Boston??Salary: Up to £32,240 per year ??Contract: Permanent ?Your week: Monday to Friday 9am to 5pm ?Snapshot of your role This is what your day will look like as our Senior Customer Service Advisor: To identify performance process improvement activities within the team through effective call monitoring and quality 1:1 coaching activity, to improve the overall Customer Experience. Rollout any specific training to Customer Services Advisors, ensuring that they are competent and provide any feedback to the Customer Services Team Leader and where required, be an escalation point for Customer Services Advisors should a customer wish to escalate the call, taking ownership and resolving the call. Participate in organisational front line service development, including policy and procedure, keeping abreast of changes and developments in key front-line services and roll these out to the Customer Services Team ensuring their understanding. Ensuring that knowledge bases and any other Dynamics/ICT-based changes are updated following any service and policy/procedure reviews. ??Your toolkit for success To thrive in our Senior Customer Service Advisor role, you’ll need: Strong coaching skills with a track record in developing individuals as well as yourself Previous experience of working within a highly performing team in a customer facing environment. A strong working knowledge of IT applications such as Word, Excel, email and Microsoft Outlook. Why join Amplius? There are loads of things that make Amplius a great place to be - every colleague has the chance to grow with us, make a real difference to our customers lives and ultimately be the most authentic version of themselves: ??Grow with usYour development matters to us. With tailored training programs, ongoing feedback, and career progression pathways, we support you to advance as far as you want to go. ??Make a real impactOur mission is rooted in service and community. Your work will contribute directly to improving the lives of people in the communities we serve. ?? Environmental and social impactWe’re dedicated to sustainability and social responsibility, taking real steps to protect our planet and foster inclusivity. Perks of working at Amplius 28 day’s annual leave plus bank holidays, with the ability to carry over allowance and purchase more Pension scheme with matched contributions up to 10%, plus life cover of three times your annual salary Paid professional subscription for membership fees relating to your role Employee Assistance Programme offering free wellbeing tools, free flu jabs and more Health cash plan giving cash back for everyday health checks such as optical and dental Cycle to Work and Electric Car Lease schemes High street, holiday and gym membership discounts Plus lots more once you join The important stuff We’re dedicated to ensuring our recruitment process is fair, transparent, and accessible. Reasonable adjustments will be provided upon request for all candidates. We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities. We do not provide visa sponsorship; you must be eligible to work in the UK to join Amplius. You must reside in the UK for the duration of your employment and provide Right to Work evidence. Have any questions? Contact the Amplius Recruitment Team and we’ll be in touch to support you with any questions, queries or conundrums