Contact Centre Advisor

Confidential; Birmingham; Remote; GBP 12,000 - 21,000; Full time

Benefits offered by this job

Weekly pay

Wellbeing resources

Employee Assistance Programme

Job summary

Adecco is seeking a Customer Service Advisor for remote, 6-week rolling shifts in the United Kingdom. You will be the first point of contact for inbound and outbound calls, handling emails and webchat with care and professionalism.

Training is provided, with a full-time schedule (8am-8pm on weekdays and 9am-5:30pm on weekends/bank holidays, one weekend on call every 6 weeks). Weekly pay and wellbeing resources are included to support you.

Qualifications

• Excellent written and verbal communication skills.
• Experience in a fast-paced customer service environment (contact centre preferred).
• Strong IT skills and ability to multitask.

Responsibilities

• Handle customer inquiries via telephone, email, and webchat with accurate notes in the system.
• Aim for first-time resolutions and provide exceptional service.
• Support customers in sensitive circumstances with professionalism and impartiality.
• Escalate complex queries to ensure fair outcomes.
• Maintain GDPR-compliant handling of information and update client systems accurately.

Skills

Excellent communication

Fast-paced environment

IT skills

Timekeeping

Home-working environment

Job description

Job Title: Customer Service Advisor

Location: Remote
Contract Type: Temporary
Working Hours: Full-time, 6-week rolling rota (Shifts between 8am-8pm Monday to Friday, and 9am-5:30pm Saturday/Sunday/Bank Holidays. One Saturday and one Sunday every 6 weeks.)

Exciting Opportunity Awaits!
Our client is seeking a dedicated Customer Service Advisor to provide vital support to customers during their time of need. This role involves being the first point of contact for both inbound and outbound calls, ensuring each customer interaction is handled with care and professionalism.

Key Responsibilities:

• Manage customer inquiries via telephone, email, and webchat, updating the system with call notes.
• Deliver exceptional service by proactively addressing concerns and aiming for first-time resolutions.
• Support customers in sensitive circumstances while maintaining professionalism and impartiality.
• Identify complex queries and escalated them to ensure fair outcomes.
• Adhere to company guidelines while providing clear and efficient responses.
• Update client systems accurately with all key information.
• Navigate multiple secure client systems to retrieve and record information.
• Ensure compliance with GDPR and data protection requirements.
• Conduct security checks and verify customer identities before discussing sensitive information.
• Maintain confidentiality and accuracy while managing sensitive information.
• Meet performance targets related to quality, productivity, and customer satisfaction.
• Identify and report potential security, fraud, or safeguarding concerns.

What You Will Need:

• Excellent written and verbal communication skills.
• Experience in a fast-paced customer service environment (preferably within a contact centre).
• Strong IT skills and multitasking abilities.
• Excellent timekeeping and reliability.
• A suitable home-working environment with a quiet workspace and reliable broadband connection.

What Our Client Offers:

• Long-term ongoing assignments with regular opportunities for permanent roles.
• Up to 33 days of paid holiday per year (25 days plus 8 bank holidays).
• Weekly pay for your convenience.
• Access to Serco Mental Health & Wellbeing resources and inclusive support networks.
• Employee Assistance Programme to support your well-being.

Requirements for the Recruitment Process:

• A full valid passport.
• Two proof of addresses.
• Evidence of living in the UK for the last 3 years.
• Proof of national insurance (P45/P60 or payslip).

Training Details:

• Training will consist of two weeks (Monday to Friday, 8am to 4pm) followed by two weeks of on-the-job training with additional support.

This opportunity is perfect for enthusiastic individuals eager to make a difference in customer service while enjoying the flexibility of remote work.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)