Client Support Executive

ActicareUK Ltd

Hereford

On-site

Confidential

Full time

8 days ago

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Benefits offered by this job

Private Medical Insurance

Staff Discount

Employee bonus scheme

Job summary

Acticare is seeking a Customer Service Advisor to join the team in our Hereford offices. The role focuses on delivering exceptional customer experiences, handling inquiries via phone, email and live chat, and maintaining strong client relationships.

You will contribute to quick responses and uphold our CARE values in daily tasks. We offer a Monday to Friday schedule with no weekend or bank holiday work, 40 hours per week, 29 days holiday, free lunch, on-site parking and pension.

Qualifications

Passion for creating exceptional experiences for customers.
Humble and flexible attitude, aligning with company values.
Proven customer service skills.
Excellent phone etiquette and active listening.
Positive growth mindset.
Client orientation and ability to adapt to different characters.
Clear communication and presentation skills.
Ability to multi-task, prioritise and manage time effectively.
Willingness to do whatever is needed to help the team.

Responsibilities

Manage a busy inbox, processing sales orders, quotations and other queries.
Respond to customer queries via phone, email or live chat in a timely and accurate manner.
Answer incoming calls and live chat with quick response targets.
Build sustainable relationships and engage clients by going the extra mile.
Meet response time expectations for colleagues and customers.

Skills

Customer service

Communication skills

Multitasking

Time management

Positive attitude

Humility

Phone etiquette

Active listening

Collaborative

Humour

Job description

Client Support Executive.

Do you love Customer Service, but feel your passion is going unnoticed?

Are you missing out on time with your family by having to work weekends and bank holidays?

We understand, so that’s why we're offering you an opportunity to join Acticare, a place where the customer always comes first, and an environment where you’ll find purpose and happiness in the job you do.

We are a family-run company, and we understand the importance of balancing hard work with valuable family time, so that's why we only work Monday to Friday - no more working weekends, or bank holidays.

To be successful at Acticare you must align with and emulate our Core Values, CARE. So, what does CARE stand for?

Client First:

You unselfishly think for others and understand how your job role impacts our customers. When colleagues are under pressure, you are willing to help to ensure the job is completed on time.

Always Deliver:

This is more than just ensuring orders are delivered on time, you will be accountable for anything you are asked to do and will ensure all tasks are completed on time and to an excellent standard. You will have a flexible attitude and approach to work and put your hand to anything which needs completing for the good of the team and company.

Raising Standards:

We are always looking for ways to raise standards for our colleagues and customers. This means taking pride in what we do, looking for ways to improve and taking ownership. If a customer asks you a question and you do not know the answer, you can be relied upon to find out and make sure they receive a responser.

Exceed Expectations:

You will always maintain a positive attitude, continuously be looking for ways to improve and to WOW colleagues and customers. Going the extra mile is the norm at Acticare.

So, do you align with our values?

If yes -, excellent, please read on and we look forward to receiving your application.

What does this opportunity involve?

We are currently seeking a Customer Service Advisor to join our growing team. If you’re successful, we’ll be looking for you to bring energy and positivity to our team, along with a passion for facilitating customer satisfaction and experience.

Key duties and responsibilities:

Manage a busy inbox, processing sales orders, quotations, and other queries.
Respond to customer queries in a timely and accurate manner, via phone, email, or live chat.
Answer incoming telephone calls/enquiries and live chat (our target is to answer over 90% of incoming calls in less than 2 seconds!)
Build sustainable relationships and engage clients by going the extra mile.
Meet response time expectations for colleagues and customers (we’re all about speed of response).
Handle challenges, provide appropriate solutions and alternatives within set time limits; follow up to ensure resolution. Keep records of client interactions, process client accounts and file documents.
Spot opportunities to upsell products when they arise.
Follow communication procedures, processes, and systems.
Identify client needs and help clients use specific features on our web portal.
Share client feedback and insights with Account Managers and other relevant team members.
Ensure all outbound communications are always on brand.
Attend and collaborate in department and company meetings.
Support and participate in our continuous improvement programme.

Requirements

A passion for creating exceptional experiences for customers.
Humble and flexible attitude, aligning with our company values.
Proven customer service skills.
Excellent phone etiquette and active listening.
A positive growth mindset.
Client orientation and ability to adapt/respond to different types of characters.
Clear communication and presentation skills.
Ability to multi-task, prioritise, and manage time effectively.
Willingness to do whatever is needed to help the rest of the team.Excellent collaboration and oral written communication skills.
Good sense of humour.