Contact Centre Advisor - Working From Home

Adecco Portugal; Cardiff; Remote; GBP 20,000 - 27,000; Part time

Benefits offered by this job

Weekly pay

33 days holiday per year

Mental Health & Wellbeing resources

Job summary

Adecco Group UK & Ireland is seeking a Customer Service Advisor for a remote, temporary role. You will be the first point of contact for inbound and outbound calls, delivering professional support during customers' time of need.

You'll manage inquiries across phone, email, and webchat, aiming for first-time resolutions while maintaining GDPR compliance and data security. Training completes with two weeks of on-the-job support, in a flexible remote environment.

Qualifications

• Experience in a fast-paced customer service environment (contact centre preferred).
• First point of contact for inbound and outbound calls, handling inquiries with care.
• Ability to use IT systems and multitask efficiently.

Responsibilities

• Manage customer inquiries via telephone, email, and webchat with accurate notes.
• Strive for first-time resolution and high customer satisfaction.
• Support customers in sensitive circumstances with professionalism and impartiality.
• Escalate complex queries to ensure fair outcomes.
• Follow company guidelines to provide clear, efficient responses.
• Update client systems with key information accurately.

Skills

Excellent communication

Strong IT skills

Timekeeping & reliability

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 escalat 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 delicate 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).Successful candidates will be required to undergo a BPSS check, including Right to Work checks, employment history verification, a DBS criminal record check, and a CTC Counter Terrorism Check.

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.