Customer Service Advisor

MTrec Ltd; Newcastle upon Tyne; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working after probation

Newcastle offices

Car parking onsite

25 days holidays + bank holidays (28y)

Cycle to work scheme

Training programme (4 weeks)

Metro pass season ticket loan

EAP - Employee Assistance Programme

Company pension scheme

Job summary

MTrec Commercial is proudly representing a prestigious Newcastle-based client within a state-of-the-art Customer Service operation. They are looking to recruit a permanent Customer Service Advisor to join their highly trained team and to work in an unbelievable office environment.

You will join a truly expanding company with a superb team culture and clear opportunities to progress. The role requires commitment to a long-term career in customer service and a positive, proactive attitude.

Qualifications

• Experience in a customer service environment, preferably office-based with inbound calls.
• Ability to communicate clearly and professionally by phone and email.
• Demonstrated longevity and tenure in previous roles.
• Strong written and spoken communication skills.

Responsibilities

• Handle inbound calls from clients and prospective customers.
• Provide quotations to customers using standard procedures.
• Respond to customer emails in a timely and informative manner.
• Assist with technical queries and product information.
• Record and update claims and customer records accurately.
• Navigate between commercial and retail customer needs to ensure compliance.
• Proactively manage third party communications and broker interactions.
• Set up new claims and ensure documentation is complete for processing.

Skills

Customer service experience

Telephone etiquette

IT literacy

Job description

Rewards and Benefits on offer:

• You will only be working Monday to Friday, and from the hours of 09:00-19:00. Though only 8-hour shifts.

• You will also be required to work every other Saturday, from 09:00-13:00.

• A permanent contract from day one.

• Working with a friendly customer base.

• Superb team culture - everyone is very friendly, warm, and welcoming.

• An excellent training programme for the first 4 weeks.

• Option for hybrid working, following successful completion of probation/training period.

• Newcastle based offices.

• Car Parking facilities onsite.

• 25 days holidays + bank holidays increasing to 28 after 5 years

• Cycle to work scheme

• Free Flu Jabs around flu season for those that wish to have them

• Metro pass season ticket loan

• EAP - Employee Assistance Programme

• Company Pension Scheme

• A very secure, very well-established employer, with long term career progression.

Your New Career Opportunity:

MTrec Commercial is proudly representing our incredibly prestigious award-winning Newcastle based client with their plans for growth and expansion, for their state-of-the-art Customer Service operation.

They are now looking to recruit a permanent Customer Service Advisor as soon as possible to join their highly trained team and to work in an unbelievable office environment.

you will be joining a truly expanding and dynamic company, a superb team-based culture, and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

The job you will be doing:

• Managing inbound telephone calls from clients and prospective clients.

• Offering appropriate quotations to customers using relevant procedures and systems. Relaying this information to the client in a durable and understandable medium.

• Responding to customer emails.

• Assisting with technical queries.

• Competent/compliant knowledge of all products and services offered to both commercial and retail customers ensuring all sales/files are processed in a compliant manner.

• First line response to incoming calls

• Accurately and speedily set up new claims

• Accurate recording allowing speedy closure and optimum settlement in accordance with targets and statutory limits.

• Professional handling of calls to ascertain liability and move forward in a positive manner.

• Record all relevant information to reduce potential costs and identify indemnity concerns.

• Makes outbound calls when appropriate

• Applies relevant notes to claims so that the next handler is fully aware of salient points of claim.

• Accurately setting up of new claims with all preliminary tasks completed.

• Proactively manages third party captures.

• Communicates with brokers where necessary.

About you

• Experience within a customer service type background – ideally, we are looking for someone who has worked in an office-based setting and received inbound calls. This could be from any office type environment; the business sector is completely open.

• An essential requirement is being able to demonstrate good longevity and tenure in your job roles.

• Confident telephone manner and to be able to present to your customers in a clear and concise manner.

• Strong spoken and written communication skills.

• You must be IT iterate and be able to provide a customer service response via emails where required.

• Key qualities to possess for the role are a positive, friendly and customer orientated attitude

• High attention to detail

• Strong time management and organisational skills

• A pro‑active attitude with a self‑starter attitude

• You will be looking for a long‑term career move