Customer Service Advisor

Arvato Limited; Newcastle upon Tyne; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading customer experience and business optimization partner seeks a Hybrid Customer Service Advisor for its Tactical Support Team. The role involves supporting inbound calls and webchat services to ensure excellent service provision for customers. Located at Stockbridge House, this position requires strong communication skills and a commitment to driving excellence.

Qualifications

• Previous relevant experience with target audiences.
• Strong telephone manner and exceptional verbal communication skills.
• Ability to work within deadlines and achieve targets.

Responsibilities

• Support inbound phone line, webchat services, and email inquiries.
• Promote DfE Skills products to customers.
• Handle technical requests, redirect customers, and record feedback accurately.

Skills

Communication

Listening

Customer Engagement

Education

Level 2 Maths and English qualifications

Tools

Microsoft Office

Job description

Hybrid Customer Service Advisor - Tactical Support Team

Full availability to attend on-site training for the first 3 weeks

Hybrid Pattern: Every Tuesday and Wednesday on site, following the successful completion of training.

37.5 hours per week and no weekend working!

Location: Stockbridge House (NE1 2HJ)

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future shapers. Experience makers.

The Role

You will support the inbound phone line, webchat services and respond to email inquiries from customers. To ensure that all service users receive the excellent provision that they are accustomed to from the Department for Education, a strong passion for going the extra mile, driving excellence, and working to targets is needed. Outbound dialling to customers to promote and encourage update and demand for DfE skills products and funding, in line with the Government’s ambitions and priorities.

Responsibilities will include supporting with technical requests to find a resolution, escalating to Tier 2 support where necessary and accurately recording service user feedback. Callers may also need supported in redirection to correct local services or other support services where relevant.

Successful candidates will be required to work flexibly across teams on our account to help respond to peak traffic, ensuring stakeholder service levels are a priority. This will include any new lines of business that are stood up on our account. During seasonally quieter periods, candidates will be required to support any short term, ad-hoc campaigns to promote products..

Core hours required are 8am-8pm but there may be a requirement to work outside normal office hours, when necessary, therefore a flexible attitude to working hours is essential.

Key responsibilities and accountabilities:

• Work within defined quality guidelines and always maintain good practices.
• To engage with customers, at decision making level, to promote the benefits of DfE Skills products and to provide key strategic messages.
• To provide tailored information, advice, and guidance to help support customers make well informed and realistic decisions.
• Undertake administrative and other tasks as required relevant to working environment and to be able to accurately record information in appropriate IT systems.
• Offer strategic skills support – provide organisations with key changes in policies.
• Access and research information sought by callers quickly and accurately.
• Accurately collate and record caller information for use in management information reports
• Develop and maintain an interest in related topical issues and those likely to affect contacts.
• Deliver specialist subject material as appropriate.

Knowledge, Skills and Qualifications:

• Educated to at least Level 2; to include Maths and English qualifications-Essential
• Relevant experience of working one-to-one with target audience.
• Excellent telephone manner with exceptional verbal and written communication skills.
• Ability to work independently and as part of a team.
• Listening skills and the ability to interact with employers and training providers in a professional and non- judgmental fashion.
• Ability to work within tight deadlines and achieve individual targets.
• Ability to assimilate key information from appropriate sources and processes.
• IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office.
• Commitment to continuous professional development and the ability to gain further qualifications and training as and when required.
• Knowledge of areas including Apprenticeships, T Levels, and industry placements.
• Understanding of confidentiality in relation to safeguarding situations and Data Protection Act.
• Experience of providing technical support and guidance.

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.

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