Customer Service Advisor

St John Ambulance; Stockport; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Cycle to work

Health and Wellbeing portal

NHS Discounts

Job summary

St John Ambulance in the United Kingdom is seeking a Customer Service Advisor to deliver a professional, efficient and friendly experience to our retail customers. You will manage customer enquiries, process bookings and orders, and advise on our range of first aid and health and safety training courses and products.

Working with colleagues across the organisation, you will maintain accurate records, identify opportunities to promote additional products, handle multiple priorities and strive to

Qualifications

• Experience of working in a customer service environment.
• Experience of database management.
• Excellent interpersonal skills with ability to communicate effectively at all levels.
• Ability to use IT office applications at intermediate level.

Responsibilities

• Deal with incoming e-mails (cases) to the shared queues for bookings and general enquiries in a professional manner meeting the service level agreement and individual targets.
• Effectively handle enquiries received via web chat and social media to agreed service levels and individual targets.
• Provide telephone answering service for incoming callers in a professional manner and to process their bookings/requests efficiently to agreed service levels and individual targets.
• Ensure that all bookings are accurately recorded on the relevant databases paying attention to the specific invoicing requirements of each account and have a detailed knowledge and understanding of the hierarchies in the databases.
• Escalate opportunities and issues where appropriate to National Account Executives, Telephone Account Executives or CSA who manage the accounts and support the achievement of revenue targets.

Skills

Customer service experience

Database management

Interpersonal skills

IT office applications

Job description

We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work life balance and to be recognised for the great work you do. You will receive:

• Competitive salary and pension scheme
• 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years
• Cycle to work scheme Electric Vehicle Scheme (subject to terms)
• Health and Wellbeing portal – access to financial, health and wellbeing support and an Employee Assistance Programme
• Discounts – you will have access to Blue Light and NHS Discounts as well as discounts on mobile phones, gym membership, cinema tickets, restaurants, holidays and shopping

About Us

This is a fantastic opportunity to join a team of over 1,100 employees and over 20,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, and Young Responders programmes).

Job Summary

As a Customer Service Advisor at St John Ambulance, you will play a key role in delivering an excellent customer experience by providing professional, efficient and friendly support to our retail customers. You will manage customer enquiries, process bookings and orders, and advise on our range of first aid and health and safety training courses and products.

Working closely with colleagues across the organisation, you will ensure customer needs are met, maintain accurate records and identify opportunities to promote additional products and services. You will be confident communicating with customers, managing competing priorities and working towards service targets, while demonstrating initiative, flexibility and a willingness to learn.

Above all, you will bring our HEART values of Humanity, Excellence, Accountability, Responsiveness and Teamwork to everything you do.

About You

• Experience of working in a customer service environment
• Experience of database management
• Excellent interpersonal skills with ability to communicate effectively at all levels
• Ability to use IT office applications at intermediate level

About the Role

• Deal with incoming e-mails (cases) to the shared queues for bookings and general enquiries in a professional manner meeting the service level agreement and individual targets.
• Effectively handle enquiries received via web chat and social media to agreed service levels and individual targets.
• Provide telephone answering service for incoming callers in a professional manner and to process their bookings/requests efficiently to agreed service levels and individual targets.
• Ensure that all bookings are accurately recorded on the relevant databases paying attention to the specific invoicing requirements of each account and have a detailed knowledge and understanding of the hierarchies in the databases.
• Escalate opportunities and issues where appropriate to National Account Executives, Telephone Account Executives or CSA who manage the accounts and support the achievement of revenue targets.

St John Ambulance are committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve. At St John, everyone is valued and supported to thrive, we have seven networks including The Armed Forces Network, The Disability & Accessibility Network, The Family & Carers Network, The Heritage & Ethnicity Equity Network, LGBTQIA + Equity, The Multifaith Network & The Women’s Network. We do not tolerate any form of discrimination and engender a sense of belonging for all, by creating an environment of mutual respect, where we value unique differences and demonstrate authentic allyship. We belief passionately in equality, diversity and inclusion.

St John Ambulance is proud to be a signatory of the Armed Forces Covenant. We are committed to supporting current and former members of the Armed Forces, reservists, veterans, cadet force adult volunteers, and military families, ensuring they are treated fairly and are not disadvantaged in their recruitment or employment with us.

St John Ambulance is committed to safeguarding and we promote safe recruitment practice. Therefore, all successful applicants will undergo pre-employment checks, including DBS Clearance, as part of the onboarding process, if applicable to the nature of the role