Customer Service Advisor

Confidential; Burnley; Hybrid; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Competitive pay

Paid holidays 28 rising to 36

Job summary

Confidential is seeking a Customer Service/Contact Centre Advisor in Burnley for a temporary 6-12 month contract. Working pattern is 37.5 hours with hybrid working 3 days in the office. DBS is required and pay starts at £12.71 per hour, rising to £14.27 with progression.

Responsibilities include handling inbound calls, advising customers, processing payments, updating records, and ensuring GDPR-compliant communications. Strong communication and the ability to work to targets are essential.

Qualifications

• Experience in a service delivery environment is essential.
• Extensive use of digital applications including database-based applications and Microsoft Office.
• Attention to detail is essential.
• Ability to work under pressure and act decisively.
• Ability to communicate with members of the public and defuse situations.
• Flexible can-do attitude and professional.
• Excellent communicator, written and verbal.
• Efficient and organised with the ability to prioritise tasks and meet strict deadlines.

Responsibilities

• Receiving inbound calls regarding technical enquiries.
• Manage the timely resolution of customer concerns.
• Providing advice and guidance.
• Taking payments over the phone.
• Updating customer details on the internal bespoke system.
• Contacting customers regarding alerts on their account.
• Assist in monitoring device status and solving malfunctions.
• Produce and despatch personalised customer communications in GDPR compliance.
• Security checks over the phone with customers.
• Manage customer and colleague expectations through good quality communication.
• Closing down alerts on the system.
• Providing information for reports to team leaders/managers.
• Other duties as outlined by line manager.

Skills

Customer service

Communication

Attention to detail

Work under pressure

Flexible attitude

Organised and prioritise

Meet deadlines

Target-driven

Tools

Microsoft Office

Internal bespoke system

Job description

Job Role: Customer Service/Contact Centre Advisor

Contact Centre Experience Required

Location: Burnley

Job Type: Temporary 6 - 12 Month Contract (Reviewed)

Working Pattern: Monday Friday / Between the hours of 8.30 AM 5.30 PM / 37.5 Hours

Pay Rate: £12.71 per hour increasing to £14.27, amazing benefits including excellent paid annual leave 28 days rising to 36 after 12 weeks

Hybrid working 3 days in the office per week can be achieved once competence and confidence is gained and the Manager approves hybrid working to commence.

DBS required

Duties:

• Receiving inbound calls regarding technical enquiries
• Manage the timely resolution of customer concerns
• Providing advice and guidance
• Taking payments over the phone
• Updating customer details on the internal bespoke system
• Contacting customers regarding alerts on their account
• Assist in the monitoring of device status and problem solving to resolve device malfunctions
• Produce and despatch personalised customer communications being fully compliant to GDPR
• Security checks over the phone with customers
• Manage customer and colleague expectations through good quality communication
• Closing down alerts on the system
• Providing information for reports to team leaders / managers
• Other duties as outlined by line manager

Key Skills:

• Previous experience of working in a service delivery environment is essential
• Extensive use of digital applications including (but not restricted to) database based applications and Microsoft office
• Attention to detail is essential
• Ability to work under pressure and act decisively
• Ability to communicate with members of the public and have the ability to defuse situations
• A flexible can-do attitude and professional
• Excellent communicator, written and verbal
• Must be efficient and organised with the ability to prioritise tasks and meet strict deadlines
• Working to targets