Customer Service Advisor

Vertage Inc.; Coventry; À distance; GBP 20 000 - 25 000; Plein temps

Résumé du poste

Vertage Inc. is recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries related to travel cards, ticketing, refunds and complaints.

You will be the first point of contact, delivering exceptional service across multiple channels and guiding customers to resolution. The role is primarily home-based, with the option to travel to Coventry for additional training and coaching as needed.

Qualifications

• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Confidence using computer systems and multiple applications.
• Ability to follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Professional, positive and customer-focused approach.
• Ability to remain calm under pressure.
• Empathy, resilience and a team-oriented attitude.
• Ability to work across both telephone and correspondence-based activities.
• Basic mathematical skills, particularly when working with calculations and customer refunds.
• Ability to commit fully to the training programme.
• Candidates must successfully complete and pass a basic mathematics assessment before submission.

Responsabilités

• Handle inbound customer enquiries via telephone.
• Manage written correspondence, including emails and online enquiries.
• Investigate customer queries and complaints.
• Process refund requests and resolve fare-related enquiries.
• Maintain accurate customer records.
• Provide clear and accurate information to customers.
• Follow business processes, procedures and service standards.
• Support both telephony and correspondence workstreams as required.

Connaissances

Written comms

Attention to detail

Problem solving

Customer focus

Calm under pressure

Empathy

Team player

Mathematics basics

Telephone & email handling

Training commitment

Math assessment readiness

Description du poste

We are recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries relating to travel cards, ticketing, refunds, complaints and general customer support.

As the first point of contact for customers, you will deliver exceptional service across multiple channels, helping customers resolve queries efficiently while providing accurate information and guidance.

This is primarily a home-based role; however, advisors must be able to travel to Coventry if additional training, coaching or support is required.

Key Responsibilities

• Handling inbound customer enquiries via telephone.
• Managing written correspondence, including emails and online enquiries.
• Investigating customer queries and complaints.
• Processing refund requests and resolving fare-related enquiries.
• Maintaining accurate customer records.
• Providing clear and accurate information to customers.
• Following business processes, procedures and service standards.
• Supporting both telephony and correspondence workstreams as required.

Successful candidates will demonstrate:

• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Confidence using computer systems and multiple applications.
• Ability to follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Professional, positive and customer-focused approach.
• Ability to remain calm under pressure.
• Empathy, resilience and a team-oriented attitude.
• Ability to work across both telephone and correspondence-based activities.
• Basic mathematical skills, particularly when working with calculations and customer refunds.
• Ability to commit fully to the training programme.
• Candidates must successfully complete and pass a basic mathematics assessment before submission.

Training Programme

Training will run for 2 weeks, Monday to Friday:

• 09:00 to 17:00
• Comprehensive induction and systems training
• Product and process knowledge
• Query handling and customer service training
• Supervised live customer interactions

Once training is completed, advisors will move directly into the live environment with additional support available during their first week.