Customer Service Advisor

First Home Improvements

Norwich

On-site

GBP 20,000 - 26,000

Full time

14 days+

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Benefits offered by this job

33 days paid annual holiday

Christmas - New Year close down

Discounts on company products

Line manager support with training opportunities

Job summary

A leading home improvement services company is seeking a customer service advisor in Norwich. The role involves supporting customer orders and queries through various platforms including telephone calls and emails. You will ensure timely customer service and meet set targets. The ideal candidate will have strong communication skills, good phone handling, and data entry capabilities. This role offers competitive pay and a supportive work environment, including training opportunities and 33 days of paid annual holiday.

Qualifications

Ability to communicate effectively with people, internally and externally.
Good phone contact handling skills and active listening.
Good data entry and typing skills.
Computer literate and knowledge of Microsoft Windows-based programs.

Responsibilities

Support customer orders and queries via telephone, email, and live chat.
Ensure timely responses to customer queries.
Meet targets and KPIs, including call volumes and lead generation.
Multitask and manage daily tasks involving booking appointments.

Skills

Effective communication

Phone contact handling

Active listening

Data entry and typing

Computer literacy

Tools

Microsoft Windows

Job description

Location: Close to Norwich Airport, NR6 6BB
36.5 hours a week: Shift Patterns apply to this role: Monday – Friday (with rotational Saturday’s)
During the week shifts between 08:30 to 19:00 Monday to Thursday and 08:30 to 17:30 on Fridays
Office is usually open from 09:00 to 13:30 Saturdays (with rotational Saturdays)

Main Purpose of Role

As a customer service advisor, you will be working as part of a team to support customer orders and queries via different communication platforms, telephone calls, emails, live web chat and occasionally via letter. The ideal candidate will ensure all our customers receive the best customer services, making sure that queries are dealt with in the appropriate timeframe. Answering a range of incoming calls and make outgoing calls to both existing and new customers (this role involves no cold calling!). The candidate will have set targets and KPI’s, including call volumes, lead generation, booking activity, and contact quality. The ideal candidate will be flexible and able to multitask, daily tasks will vary from booking in Surveyors, Service Engineers and appointments for quotations.