Position: Customer Service Advisor
Location: Working from Home
Salary: £12.33 per hour
Hours: Full Time 37.5 hours per week, Monday to Friday
Shifts: Flexibility across all shift patterns is preferred to support business requirements
CH1: Monday 8:30 to 17:30, Tuesday & Wednesday 8:30 to 16:30 & Thursday to Friday 8:30 to 16:00 CH1 Training: Monday to Friday 8:30 to 16:30 for 4 weeks.
CH2: Monday 8:30 to 17:30, Tuesday & Wednesday 9:00 to 17:00 & Thursday to Friday 9:00 to 16:30 CH2 Training: Monday to Friday 8:30 to 16:30 for 4 weeks.
CH3: Monday 9:00 to 18:00, Tuesday & Wednesday 9:30 to 17:30 & Thursday to Friday 9:30 to 17:00 CH3 Training: Monday to Friday 9:00 to 17:00 for 4 weeks.
CH4: Monday 9:30 to 18:30, Tuesday & Wednesday 10:30 to 18:30 & Thursday to Friday 11:00 to 18:30 CH4 Training: Monday to Friday 9:30 to 17:30 for 4 weeks.
Start date: 12th May 2025
Type: Temporary until approximately 9th June 2025
Blue Arrow, an RSS Global company, is one of Britain's foremost recruitment consultancies delivering a range of employment services. We are seeking individuals who are passionate about providing outstanding customer service and who can identify the importance of good listening, with confident communication, whilst supporting the resolution of customer TV Licensing enquiries. Ensuring every customer is helped with their query, feels reassured and comes away not only happy but feeling as though they have received a personalised and premium service.
So, what can you expect within your role as a Customer Service Advisor?
You'll be receiving incoming calls and dealing with a variety of requests and queries from senior citizens of the TV Licensing customer base, or their families. One minute you might be receiving payment to renew a licence, the next answering a question about policies and regulations or changing a customer's address details. The most sensitive of requests are to close accounts of bereaved customers, these calls can be emotionally upsetting and require you to be up-hold your emotional intelligence and professional but empathetic nature. We'll also rely on you to accurately capture data and enter it onto the relevant systems. And, all the while, you'll need to use your empathy and understanding whilst communicating with a range of customers that you're supporting.
Whatever the request, you'll provide a quality service that resolves issues first time and promotes the legal requirements for a TV Licence.
This is a remote working opportunity that will require individuals to have a secure and private workspace with reliable personal internet connectivity, all equipment will be provided for the duration of the assignment.
General skills, you will have:
- The ability and motivation to work to set key performance indicators (KPls) and performance targets
- The ability to work unsupervised and deliver quality work across multiple tasks within required deadlines
- Excellent communication - oral and written and a good telephone manner with excellent listening skills
- An ability to be empathetic to the customer
- Have a natural desire and passion to help customers and come to an efficient resolution with an ownership of the customer's problem
- Ability to work between multiple operating systems
- Basic computer literacy and keyboard skills
- A secure and private workspace with reliable internet connectivity
- Efficient and accurate in your work
- Positive and approachable in your manner
- A good team player
- Enthusiasm to develop your skills and knowledge
Main Duties/Responsibilities, in this role you will:
- Work from home in a secure and private workspace with your own reliable internet access
- Provide an outstanding service experience to customers by managing various inbound queries that could relate to anything specific to the business, team and/or sector you're working in
- Ensure you are providing each and every customer with an enjoyable customer service experience, by providing a high level of customer care and attention at all times
- As a representative of the company, you will contribute to the lasting impression a customer will have and so it is important that you consistently demonstrate the values and behaviours of the business you're working for to ensure their service experience leaves a positive lasting impression
-Take ownership of customer problems, solving them at first point of contact and escalate when required
- Complete data entry and processing; you will maintain data entry protocols and carefully record other information throughout your day
- Deal with customer data ethically and in accordance with relevant requirements to the industry you're working in.
- Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues
Qualifications/Licences/Certifications/Experience :
- No formal qualifications or certificates required
-Basic Maths, English and computer skills are required
Employment will be subject to passing screening requirements, including a clean criminal record and credit history, clear of sanctions and staff fraud, proof of address and extensive referencing for past jobs
Capita and Blue Arrow believes in equal opportunities. We welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.