Customer Service Advisor

Contechs Consulting; Manchester, Salford; On-site; GBP 22,000 - 31,000; Full time

Job summary

Contechs Consulting is seeking a Customer Support Expert for a 6-month contract based in Manchester. You will handle inbound and outbound calls, respond to emails and live chat, and ensure accurate customer records while meeting targets.

The role involves processing payments by card, issuing settlement quotes, supporting financial health and loss recovery inquiries, and guiding customers through end-of-contract procedures and bereavement support.

Qualifications

• Demonstrate active listening and a personalized approach to interactions.
• Commit to delivering the best outcome for each customer.
• Embrace change, new technology and systems.
• Take ownership of resolving or escalating queries as needed.

Responsibilities

• Handle inbound and outbound calls in a contact centre environment.
• Respond to enquiries via email, live chat, SMS and post.
• Achieve targets by managing call volume and resolving issues.
• Maintain accurate customer account records.
• Process payments and investigate payment issues including refunds.
• Provide settlement quotes and assist with financial health inquiries.
• Support customers through end-of-contract and bereavement processes.
• Address and resolve customer dissatisfaction.

Skills

Active listening

Customer service

Communication skills

Adaptability

Ownership

IT literacy

Job description

Job Title: Customer Support Expert (Contact Centre)

6 Month Contract

£19.06 per hour - Inside IR35 (Umbrella Rate)

Based in Manchester

Position Responsibilities:

• Provide exceptional customer service while efficiently handling a variety of enquiries primarily through inbound and outbound calls within a contact centre environment.
• Respond to customer enquiries received through other channels including emails, live chat, SMS, and post.
• Achieve business targets by efficiently managing call volume and resolving customer issues effectively.
• Maintain accurate and up-to-date customer account records.
• Process customer payments made by debit/credit card and investigate payment-related issues, including refunds.
• Provide settlement quotes.
• Assist customers with financial health and loss recovery enquiries.
• Support customers through the end-of-contract process.
• Address and resolve customer dissatisfaction issues.
• Provide support to customers dealing with bereavement.
• Perform account administration tasks, such as name/address changes and sending letters/emails.

Qualifications and Skills:

• Demonstrate a deep understanding of customer needs by actively listening and offering a personalized approach to each interaction.
• Commit to ensuring customers receive the best possible outcome for their individual circumstances.
• Embrace a positive attitude toward change, including business transformation, new technology, and systems.
• Exhibit a positive approach to providing excellent customer service and take ownership of resolving or escalating customer queries as needed.
• Maintain a focus on achieving personal and team objectives by delivering results.
• Demonstrate resilience and adaptability in a fast-paced contact centre environment.
• Possess strong communication skills, both written and verbal, with the ability to clearly and effectively communicate over the phone.
• Exhibit confident IT skills and the ability to learn and use a range of systems and applications after training.
• Demonstrate the ability to quickly acquire and apply new knowledge and skills through on-the-job training.

Desirable:

• Previous experience working in a customer service environment.

Working Patterns:

Mon Fri 9:00 am - 5:15 pm, Sat 9:00 am - 1:00 pm on a rota basis