Customer Service Advisor

EQUANS; Birmingham; On-site; GBP 25,000; Full time

Job summary

A leading service provider in Birmingham is seeking a Customer Service Advisor who will provide comprehensive support and information across various channels. This role demands effective communication skills and a commitment to customer satisfaction, with responsibilities including managing enquiries, providing advice, and processing applications. Successful candidates should possess good literacy and numeracy skills, along with a relevant qualification. The role offers a salary of £25,000 with opportunities for progression and a supportive training environment.

Benefits

Opportunities for progression into sales

Supportive training environment

Long-established company

Qualifications

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English.
• Good literacy, numeracy and ICT skills.
• Experience in providing help, advice and information in a customer service environment.

Responsibilities

• Effectively manage and respond to all enquiries and communication.
• Provide advice and information on a range of services.
• Process payments and handle cash accurately.

Skills

Good literacy skills

Good numeracy skills

Excellent communicator both written and verbal

Flexibility to work shifts

Education

Minimum of 4 GCSE at Grade C or above including Maths and English

Recognised Customer Service qualification e.g. NVQ

Tools

Microsoft Office

Job description

Customer Service Advisor – Equans, Birmingham

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries. The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, clients and EQUANS. The post holder will be required to work flexibly with variable hours of work. Please note – we will be looking to start candidates on the 9th February.

Location: Birmingham (Office based) Salary: £25,000 per annum (with review after probation)

Benefits include: opportunities for progression into sales, supportive training environment, long‑established company.

Responsibilities

• Effectively manage and respond to all enquiries and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
• Provide advice and information on a range of services as required.
• Promote self‑serve channels.
• Receive, process and issue applications for services.
• Signpost customers to other services and events.
• Receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalated through agreed processes.
• Process payments, be responsible for cash handling and maintaining accurate records adhering to all financial and audit requirements.
• Adhere to established procedures for each service request.
• Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assist in the supervision and maintenance of day‑to‑day processes and routines to ensure delivery of an efficient and effective customer service function.
• Assist in service development and continuous improvement projects and activities.
• Act in accordance with EQUANS's Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
• Maintain personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager.
• Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
• Be able to produce accurate and error‑free written responses.
• Ensure behaviours are aligned with EQUANS's core values and competencies.

Qualifications

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability.
• Good literacy, numeracy and ICT skills.
• Possesses a recognised Customer Service qualification e.g. NVQ, ICT‑ICS – desirable.
• Experience in providing help, advice and information in a customer service environment.
• Experience of gathering, organising and managing information.
• Experience of processing applications, gathering supporting documents and decision making.
• Experience of financial and administrative routines.
• Experience of working in a team and in a performance management culture.
• Experience of working with a wide range of ICT systems including Microsoft Office.
• Excellent communicator both written and verbal.
• Commitment to equal opportunities and anti‑discrimination policies.
• Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service.
• This role includes a Basic DBS check; therefore ability to pass is essential.