The Customer Service Advisor is responsible for delivering service excellence to all customers to manage the customer journey from start to finish, working within a fast-paced environment. You will provide an effective sales service across various platforms including phone, email (cases), and webchat. Ensure that training/supplies requirements and requests are dealt with accurately and efficiently while maintaining the agreed internal/external service levels and meeting the organization's core values.
Do you want to make a difference and be part of a vibrant and inclusive organization that has been helping save lives for more than a century? As one of the country’s best-loved charities, St John Ambulance played a pivotal role in responding to the pandemic as well as ‘everyday’ health emergencies, training, supporting communities, and improving young people’s lives.
We pride ourselves on being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work-life balance, and be recognized for the great work you do. The role benefits from a competitive salary, generous pension, hybrid and flexible working, 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years, options to buy and sell holiday, free first aid/mental health first aider courses, Blue Light and NHS online shopping discounts, a cycle to work scheme, life assurance, flu jab, eye care, mental health and wellbeing tools, and volunteering days.
Please see the job description for more detail (this can be viewed on our website or once you click apply).
About You:
* Experience of working in a customer service environment.
* Experience of database management.
* Excellent interpersonal skills with the ability to communicate effectively at all levels.
* Ability to use IT office applications at an intermediate level.
About The Role:
* Deal with incoming e-mails (cases) to the shared queues for bookings and general enquiries in a professional manner, meeting the service level agreement and individual targets.
* Effectively handle enquiries received via web chat and social media to agreed service levels and individual targets.
* Provide a telephone answering service for incoming callers in a professional manner and process their bookings/requests efficiently to agreed service levels and individual targets.
* Ensure that all bookings are accurately recorded on the relevant databases, paying attention to the specific invoicing requirements of each account, and have a detailed knowledge and understanding of the hierarchies in the databases.
* Escalate opportunities and issues where appropriate to National Account Executives, Telephone Account Executives, or CSA who manage the accounts and support the achievement of revenue targets.
About Us:
This is a fantastic opportunity to join a team of over 1,700 employees and over 30,000 volunteers, united by our goal of saving lives through essential first aid services, training, and campaigning. As a charity with a rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.
St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response, Falls response, Night Time Economy, and Homelessness outreach) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, NHS Cadets, and Young Responders programmes).
Find out more about us, including our new Ask Me campaign, at www.sja.org.uk.
If you are a current St John Ambulance employee, please apply here: Click here.
For all other candidates, or St John Ambulance volunteers wishing to apply: please apply below.
St John Ambulance is committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve. At St John, everyone is valued and supported to thrive. We have several networks including Multi Culture, Disability and Accessibility, Pride, Family and Carers, and Women’s groups. We do not tolerate any form of discrimination and aim to create a sense of belonging for all, by fostering an environment of mutual respect, where we value unique differences and demonstrate authentic allyship. We believe passionately in equality, diversity, and inclusion.
Please note: St John does not accept speculative CVs and will only review CVs sent in application for an advertised vacancy.
Recruitment Agencies: We are not utilizing the services of recruitment agencies for this vacancy and will accept direct applications only.
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