Customer Care Advisor

Cognibox; Cardiff; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Enhanced Parental Leave

Generous annual leave

Healthcare Plan

Annual Giving Day

Cycle-to-work Scheme

EV Salary Sacrifice Scheme

Pension scheme with employer support

Life Assurance – 3X base salary

Rewards Program – discounts and cash

LinkedIn Learning License

Job summary

SafeContractor is seeking a personable Customer Care Advisor to join our Customer Support team in Cardiff. This permanent role supports clients through their accreditation process and helps deliver the highest service standards.

You will answer enquiries via live chat, telephone and email within our timescales, work autonomously, and share ideas to enhance the customer experience while helping clients maximise membership benefits.

Qualifications

• Customer service experience and attention to detail are essential.
• Confident handling enquiries via telephone, webchat and email.
• Able to work autonomously and contribute ideas to improve the customer experience.
• Team player and able to work toward a common objective with peers.

Responsibilities

• Answering customer enquiries on live chat, via telephone or email within our committed time scale while satisfying our customers.
• Work autonomously, and you will be encouraged to give feedback and suggestions to help improve the customer experience.
• Inform customers of ways they can gain value from their membership and update them on additional membership benefits.
• Share knowledge within the team and contribute within team meetings.

Skills

Customer service

Attention to detail

Communication

Teamwork

Job description

Customer Care Advisor

Department: Customer Support

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Customer Care Team Leader

Description

SafeContractor is the UK’s largest SSIP-registered and UKAS-accredited supply chain risk management company, trusted by 40,000 contractors. We simplify compliance for clients and contractors of all sizes, helping to make workplaces safer for everyone, through a flexible, risk-based approach.

Our audits ensure contractors are properly assessed, while a user-friendly portal makes compliance straightforward and manageable.

This role sits within our customer care team and is vital to the daily operations of SafeContractor. You will be supporting our customers through their accreditation process with SafeContractor. We aim to deliver the highest standard of service to our valued clients at all touch points of their journey. We realise we are all far better working together, not only with our immediate team but also wider business areas. We’re always collaborating, sharing ideas and knowledge to help improve our working environment.

..and that’s where you come in!

What that means day to day

• Answering customer enquiries on live chat, via telephone or email within our committed time scale whilst making sure we are satisfying our customers
• You will be able to work autonomously, and you will be encouraged to give feedback and suggestions to help improve the customer experience
• Inform customers of ways they can gain value from their membership with us from other SafeContractor products and update them on additional membership benefits
• Share knowledge within the team and contribute within team meetings

What you’ll need to be successful

Customer service experience and attention to detail are the most important skills for this role; While previous experience working within a call centre environment would be advantageous, it is not a mandatory requirement for this position.

You will need to be confident in handling customer enquiries via telephone, webchat and email and will have a proven track record in delivering excellent customer service and demonstrating the ability to drive value for both the customer and the organisation.

Our Customer Care Advisors work as part of a close-knit team so it is important for you to be a team player, working well within a team setting and able to work towards a common objective with your peers.

What you'll get in return

We have a hybrid workplace policy, where you will work from the office 3 days per week.

We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer:

• Enhanced Parental Leave
• Generous annual leave, with the option to buy additional days
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme
• EV Salary Sacrifice Scheme
• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• LinkedIn Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

We are proudly an equal-opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you’ll be working with closely in the role

We’re keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.