Customer Experience & Support Specialist

Sureserve Group; Bathgate; Remote; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Life assurance & flexible benefits

32 days annual leave

Employee Assistance Programme

Flexible Benefits Scheme

Job summary

Sureserve Bathgate is seeking a results-driven contact centre advisor to be the first point of contact for customers, handling enquiries, appointments and issue resolution from first contact through to completion.

You will manage inbound calls, route to the right departments, respond to emails, and maintain high service levels while building strong customer relationships across the UK.

Qualifications

• Previous experience in contact centre sales or other telephone based environment.
• Customer journey experience.
• Exceptional communication skills with a genuine interest in helping and supporting people.
• Organised and efficient with excellent attention to detail.
• Proficient Microsoft Outlook, Excel and Word, and PowerPoint.

Responsibilities

• Working as part of a team to manage all inbound calls to the business, routing these to the relevant departments using our CRM to answer customer queries.
• Ad Hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPI’s.
• Dealing with emails in a timely manner, follow up and closure.
• Support the successful resolution of customer enquiries and complaints orally and written.
• Deliver to agreed contract service levels.
• Manage challenging, sensitive, and escalated calls to support customers through their journey.
• Promote a customer facing culture to deliver a first-class service.
• Build and maintain excellent relationships with customers/clients.

Skills

Inbound/outbound calls

Customer journey

Communication skills

Attention to detail

MS Office suite

Tools

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Sureserve Bathgate is seeking a results-driven contact centre advisor to be the first point of contact for customers, handling enquiries, appointments and issue resolution from first contact through to completion.

You will manage inbound calls, route to the right departments, respond to emails, and maintain high service levels while building strong customer relationships across the UK.