Customer Service Advisor

Confidential; Halesowen; On-site; GBP 27,000 - 29,000; Full time

Job summary

Confidential is seeking a Customer Service Advisor in Halesowen (B62) to deliver an exceptional customer experience across web, phone and email channels. You will be the first point of contact, using our policy systems to process new accounts and maintain accurate records.

Salary £26,938 - £28,609 plus up to £2,000 performance bonus, with a permanent full-time contract. The role requires strong communication, teamwork, and an organised approach to multi-tasking within a 37.5-hour week and a

Qualifications

• Excellent communication across channels (web, phone, email)
• Ability to process customer data accurately in systems
• Experience handling customer accounts and enquiries

Responsibilities

• Serve customers via web, phone, and email
• Enter data into My Policy systems accurately
• Validate and process new customer accounts
• Maintain knowledge of product/service processes
• Collaborate with peers and colleagues to share best practices
• Promote My Policy products and services to add value
• Provide admin support and maintain customer records
• Maintain high standards of customer service in line with company values
• Escalate key issues to line manager when needed
• Work in a compliant, quality-focused team environment
• Support continuous improvement for customer experience and systems
• Liaise with stakeholders to drive positive change

Skills

Strong Communicator

Decision making

Customer service

Team player

Prioritise workload

Pro-active

Adaptable

MS Office

Attention to detail

Skill development

Tools

MS Office

Job description

Job Title: Customer Service Advisor

Location: Halesowen (B62)

Salary: £26,938 - £28,609 per annum + up to £2000 Performance related bonus

Job Type: Full Time, Permanent

Working Hours:

37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.

• Early Shift: 8:30am - 17:00pm
• Mid Shift: 9:00am - 17:30pm
• Late Shift: 10:00am - 18:30pm

About the Role:

As a Customer Service Advisor, you will provide a professional first point of contact for customers, colleagues and external business partners in order to ensure the delivery of an exceptional customer experience.

What you will be doing:

• Serve our customers regardless of the channel they use, e.g. web, telephone, email, etc.
• Use My Policy systems to enter customer data to a high standard of accuracy.
• Validate and process new customer accounts assisting customers with any account related enquiries.
• Maintain a strong and up to date working knowledge of all processes relating to relevant products and services.
• To work collaboratively with your peer group and other colleagues sharing best practice.
• When appropriate, seeks opportunities to add value to the customer and build customer loyalty through the promotion of My Policy products and services.
• Provide administrative support to ensure activities related to customer's accounts are carried out in a timely manner and records are maintained.
• Establish and communicate high standards of customer service in line with the company's values and culture.
• Establish and communicate high standards of customer service in line with the company's values and culture.
• Identify and escalated to your line manager any key customer impacting issues to achieve greater business wide success.
• Maintain effective working practices in a team environment, ensuring that compliance and service delivery standards are in line with quality and compliance framework and regulatory requirements.
• Contribute to an open and honest culture within teams through collaborative and supportive working.
• Support a culture of continuous improvement for Customer experience, and operating systems.
• Liaise with relevant stakeholders across the business to instigate and influence positive change.

What we're looking for:

• Strong Communicator
• Effective decision maker in a fast-paced environment
• Individuals who have a passion and commitment to providing quality Customer Service
• Team Player
• Able to prioritise workloads to meet challenging deadlines and ability to multi-task and self-organise.
• Pro-active and well organised
• Adaptable
• Computer literate and proficient in MS Office suite
• Accuracy and attention to detail
• A desire to develop own skill sets

Candidates with experience or relevant job titles of; Customer Services Administrator, Customer Service Representative, Customer Support, Client Service, Sales Support, Customer Service Consultant, Customer Service Administrator, Business Support, Office Administrator and Administrative will all be considered.