Customer Service Advisor

Red Snapper Recruitment; Fareham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Customer Service Advisor for a full-time position in Fareham. The ideal candidate will be the first point of contact for public and Police enquiries, providing accurate information and resolving issues. The role requires effective communication and IT skills, along with the ability to handle sensitive situations. Salary is £15.09 per hour (PAYE).

Qualifications

• Experience in a professional environment managing clerical tasks.
• Proven telephone communication skills, particularly with difficult callers.
• Ability to handle sensitive matters effectively.

Responsibilities

• Receive and assess calls and emails from the public and police.
• Provide advice and manage caller expectations at first contact.
• Determine when to escalate unresolved queries to appropriate departments.
• Interrogate IT systems to gather data for resolution.
• Support and train other team members as needed.

Skills

Customer service skills

Communication skills

IT literacy

Problem-solving

Education

QCF level 2 or equivalent experience

Job description

RSR are currently recruiting for an experienced Customer Service Advisor to work on a full-time, long-term contract based in Fareham, Hampshire. The role will involve accessing Police systems, so applicants will need to undergo Security Vetting checks.

The role is paying £15.09 per hour (PAYE).

Main purpose of the role:

To be the first point of contact for all types of telephone calls and emails from the public and Police Forces requesting information on the services provided. Responsible for ensuring callers are given the correct advice and information, resolving application issues, and redirecting the caller to other specialists within the business as necessary.

Main responsibilities:

• To receive and critically assess all types of calls and emails from the public, police, and other agencies.
• To give advice and take appropriate action to resolve the query at first point of contact whenever possible, being accountable for maintaining a high standard and managing the caller's expectations.
• To determine if a query cannot be resolved by the Customer Services team and task it to the appropriate department with a comprehensive rationale.
• To interrogate a broad range of IT systems accurately, in order to gather relevant supporting data to provide the best resolution.
• To provide cover, validate the work, and support other members of the Customer Services team as required and provide training/feedback as necessary.

Experience:

Proven experience of working in a professional environment, performing a range of clerical tasks, including word processing and maintaining and updating manual and computerised filing systems. Proven experience of customer contact, particularly on the telephone, including handling difficult callers and sensitive matters. Educated to QCF level 2 (5 Passes to include English & Maths) OR work experience deemed to have brought the role holder to a comparable level.

If you would like to be considered for this position and have the relevant experience, then please apply now.