Customer Experience Specialist — Hybrid, Multichannel Support

St John Ambulance; Stockport; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working

33 days holiday incl. bank holidays (r

Buy/sell holiday options

First aid and mental health courses

Blue Light/NHS discounts

Cycle to work scheme

Life assurance

Flu jab

Eye care

Wellbeing tools and volunteering days

Job summary

St John Ambulance is seeking a Customer Service Advisor to deliver service excellence across email, web chat, social media and phone, handling bookings and general enquiries within service levels and organisational values.

You will join a team focused on retail customers, with a hybrid work model and a range of benefits designed to support work-life balance and professional development.

Qualifications

• Experience of working in a customer service environment.
• Experience of database management.
• Excellent interpersonal skills with ability to communicate effectively at all levels.
• Ability to use IT office applications at intermediate level.

Responsibilities

• Deal with incoming emails (cases) to the shared queues for bookings and general enquiries in a professional manner meeting the service level agreement and individual targets.
• Effectively handle enquiries received via web chat and social media to agreed service levels and individual targets.
• Provide telephone answering service for incoming callers in a professional manner and to process their bookings/requests efficiently to agreed service levels and individual targets.
• Ensure that all bookings are accurately recorded on the relevant databases paying attention to the specific invoicing requirements of each account and have a detailed knowledge and understanding of the hierarchies in the databases.
• Escalate opportunities and issues where appropriate to National Account Executives, Telephone Account Executives or CSA who manage the accounts and support the achievement of revenue targets.

Skills

Customer service experience

Interpersonal skills

Communication at all levels

IT office applications

Tools

Database software

Job description

St John Ambulance is seeking a Customer Service Advisor to deliver service excellence across email, web chat, social media and phone, handling bookings and general enquiries within service levels and organisational values.

You will join a team focused on retail customers, with a hybrid work model and a range of benefits designed to support work-life balance and professional development.