Customer Field Service Advisor

Confidential; Wales; Hybrid; GBP 16,000 - 23,000; Full time

Benefits offered by this job

Hybrid working

Staff parking

DBS check covered

Job summary

Confidential is seeking a Customer Service Advisor to be the first point of contact for Customer Field Services. You will handle inbound and outbound enquiries by phone across Metered Billing and Change in Usage journeys, creating accurate customer cases to support progression.

You'll work 8am-6pm, Monday to Friday, on a four-week shift rotation, with hybrid working after training. A DBS check is required; access to a vehicle is preferred but not essential.

Qualifications

• Confident and comfortable speaking with customers over the phone.
• Demonstrate previous contact centre experience.
• Have strong verbal and written communication skills.
• Computer-literate and comfortable working across different systems.
• Must pass a DBS check
• Available to cover operating hours of 8am-6pm, Monday to Friday, working across a four-week shift rotation.
• Access to your own vehicle would be preferred but not essential.

Responsibilities

• Be the first point of contact for Customer Field Services, primarily through telephone contact, managing inbound and outbound enquiries across the Metered Billing and Change in Usage customer journeys.
• Create accurate and complete customer cases where further investigation is required, capturing the right information from the outset to support effective case progression.
• Recognise when more complex investigation or ongoing case management is required, making an effective hand-off to a Customer Field Services Case Officer or appropriate specialist team.

Skills

Phone support

Contact centre experience

Verbal and written communication

Computer literacy

DBS check

Vehicle preferred

Flexible shift patterns

Job description

Your new role

• Be the first point of contact for Customer Field Services, primarily through telephone contact, managing inbound and outbound enquiries across the Metered Billing and Change in Usage customer journeys.
• Create accurate and complete customer cases where further investigation is required, capturing the right information from the outset to support effective case progression.
• Recognise when more complex investigation or ongoing case management is required, making an effective hand-off to a Customer Field Services Case Officer or appropriate specialist team.

What you'll need to succeed

• Confident and comfortable speaking with customers over the phone.
• Demonstrate previous contact centre experience.
• Have strong verbal and written communication skills.
• Computer-literate and comfortable working across different systems.
• Must pass a DBS check
• Available to cover operating hours of 8am-6pm, Monday to Friday, working across a four-week shift rotation.
• Access to your own vehicle would be preferred but not essential.

What you’ll get in return

• 13.91 per hour
• 6 month temporary role
• Staff parking
• DBS check is covered by the agency
• Hybrid working once training is completed.