Customer Service Advisor

Places for People; Northwich; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

27 days holiday

Free onsite parking

Bonus potential

Reward scheme

Career development

Healthcare cashback

Discounts

Induction & training

Job summary

RMG's Customer Service Advisors handle inbound queries across phone, email, WhatsApp and online chat, delivering guidance and services to meet customer needs. You will record transactions in Salesforce and ensure accurate handoffs to colleagues for action, while supporting other teams with various projects.

The role offers growth within a large, 24/7 operation and a friendly, cooperative culture. Training and ongoing coaching are provided to help you develop confidence and skills.

Qualifications

• Customer service experience is beneficial but not essential.
• Excellent communication and empathy when dealing with customers.
• Ability to work to deadlines and in a supportive team.
• Willingness to learn and adapt within a busy contact centre.

Responsibilities

• Respond to inbound customer queries via phone, email, WhatsApp or online chat.
• Provide advice and solutions to meet customer needs and document interactions.
• Record all transactions in Salesforce and pass information to colleagues for action.
• Support other areas of the business with projects as required.

Skills

Customer service

Communication skills

Empathy

Problem solving

Team collaboration

Tools

Salesforce

Job description

Join the RMG family and join one of the largest and most respected property management companies with a portfolio spanning over 156,000 households across the UK.

RMG is growing and its Customer Service Contact Centre has exciting opportunities for Customer Service Advisors, to join our supportive team based in Northwich.

As a Customer Service Advisor, you will join a friendly team of established and supportive Customer Service colleagues and become the voice of RMG. You'll be confident building rapport with our customers, answering a variety of queries relating to their properties and accounts.

Important Dates for Applicants

We're excited to welcome new talent to our team! Successful candidates will begin their journey with us on Monday 2nd November

Once you finish training, the support and learning doesn't end there. We have a designated coach and your Team Leader, and you will have a 1-2-1 each month, alongside regular coaching and feedback to discuss your needs and provide valuable support and advice to help you develop in your role and increase your confidence. The support we offer our people is second to none and we will embrace you as one of the team from the moment you step through our door.

More about your role

You will be responding to inbound customer contacts/queries (via phone, email, WhatsApp or online chat) providing advice, guidance and services/solutions to meet customer needs. You will also ensure all transactions with customers are accurately recorded on our industry leading system (Salesforce) and process all documentation resulting from customer contacts ensuring information is passed to colleagues to action. You will regularly support other areas of the business with various projects.

What hours will you be working?

Our Customer Service Centre is a 24/7 operation to ensure we're always available to respond to customer's queries. The shift pattern is on a 4 week rotation, starting with 8-4pm, 9-5pm, 10-6pm and then 12-8pm. Every 4 weeks you will work a weekend shift and have days off in lieu on the week prior and after.

For more information, please download our job profile available on our website.

More about you

We're looking for self-motivated people with a positive attitude. Previous customer service experience is beneficial but not essential, we are looking for the people with the right skills and attitude, you can really forge a career within RMG.

It's a given you will be a great communicator, be able to demonstrate empathy and be happy to go out of your way to help both customers and colleagues.

Ideally you will have –

• First class customer service skills, where providing a great service just comes naturally to you!

• Excellent communication skills both written and verbal

• Able to carry out instructions quickly and accurately and the confidence to ask if unsure

• Good organisational skills with the ability to work to deadlines

Benefits

We are a large diverse and ambitious business, which will give you all the challenge you could wish for.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• 27 days holiday plus Bank Holidays

• Free onsite parking

• Potential to earn Bonus

• Fantastic reward and recognition scheme that recognises exceptional customer service

• Career Development and extensive opportunities to progress

• Free Healthcare cashback Plan (re-claiming for things like optical treatment dental care, physiotherapy and GP Charges – plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services amongst other support and advice lines including mental health and financial support

• Access to many discounts and money saving schemes including smart tech and cycle-to-work incentives
• A comprehensive induction / training period – so you know you will be confident when speaking with customers