Customer Experience Advisor

TN United Kingdom; Bradford; On-site; GBP 25,000 - 27,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen engagierten Kundenserviceberater für das On-Call-Team. In dieser Rolle unterstützen Sie eine breite Kundenbasis und sorgen für einen hochwertigen Service. Sie werden in einem dynamischen Umfeld arbeiten, in dem Ihre Fähigkeiten zur Problemlösung und Kommunikation entscheidend sind. Das Unternehmen bietet umfassende Schulungen und zahlreiche Vorteile, einschließlich flexibler Arbeitszeiten und Gesundheitsunterstützung. Wenn Sie eine Leidenschaft für den Kundenservice haben und in einem unterstützenden Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Fitness- und Wellnessrabatte

Mentale Gesundheitsunterstützung

Flexible Arbeitsoptionen

Online-GP-Termine

Pensionsplan mit Arbeitgeberbeiträgen

Finanzberatung und Darlehen

Karriereentwicklungsmöglichkeiten

Qualifications

• Erfahrung im Kundenservice, insbesondere mit älteren Menschen.
• Kenntnisse in MS Office sind erforderlich.

Responsibilities

• Bereitstellung von Unterstützung für Kunden in Notfällen.
• Verwaltung von Alarmanrufen und Koordination mit Notdiensten.

Skills

Kundenservice

MS Office (Excel, Outlook, Word)

Kommunikationsfähigkeiten

Multitasking

Beziehungsaufbau

Job description

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The role: Customer Services Advisor – On Call

Location: Bradford

Salary: Up to £25,200 increasing to £26,250 after successful probation.

Shift: 15:00 - 23:00

About the role:

As part of the On Call team, you will provide assurance, assistance, and practical support to a customer base of around 60,000 Anchor and private customers. The role involves regular liaison with contractors, emergency services, colleagues, customers, and their relations to ensure high-quality service delivery. Full training will be provided.

Reporting to the On Call Team Manager (or Team Leader on shift), responsibilities include:

1. Working shifts with up to 13 Customer Service Advisors to deliver a 24-hour community alarm service to customers aged 55 and above across England.
2. Managing alarm calls, including medical emergencies, requests for Carer support, property repairs, and handling incoming and outgoing calls.
3. Providing services such as reassurance, advice, arranging emergency repairs, and coordinating emergency services attendance.
4. Arranging assistance, recording outcomes, and ensuring incidents are handed over to relevant parties.
5. Making judgments based on available data, procedures, training, and experience, with support to seek guidance or escalate calls when necessary.
6. Data entry from emails and calls to maintain accurate records.

Required Knowledge and Experience:

• Numerate and literate with working knowledge of MS Office, particularly Excel, Outlook, and Word.
• Experience of remote customer service, understanding needs and expectations.
• Experience with older people, community alarms, alarm monitoring, or call centers is beneficial but not essential.
• Experience working towards targets/KPIs and personal development.

Required Skills:

• Enthusiasm and passion for delivering high-quality customer service, working professionally under pressure.
• Strong relationship-building skills with internal and external stakeholders.
• Effective communication, including a calm and sympathetic approach to challenging situations.
• Flexibility, resilience, and adaptability to changing environments.
• Excellent written and verbal communication with attention to detail.
• Ability to multitask, prioritize, and plan ahead.

About Anchor:

Anchor is England’s largest not-for-profit provider of care and housing for older people, committed to transforming housing and care for later life.

Benefits:

Health & Happiness

• Gym, fitness, and wellbeing discounts
• Mental health support
• Flexible working options
• Online GP appointments

Finance

• Pension plan with employer contributions
• Easy pension transfer service
• Financial advice, loans, free life assurance
• Shopping, holidays, technology discounts
• Personal and professional development programs
• Leadership online resources
• Career progression opportunities

See full benefits via the provided link. Anchor is an equal opportunity employer, promoting diversity and inclusion through various networks and schemes, including being a Gold Standard Inclusive Employer and Stonewall Diversity Champion.