Customer Service Advisor

St John Ambulance; Stockport; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

33 days holiday

Pension

Discounts

Training opportunities

Job summary

St John Ambulance in the United Kingdom is seeking a Customer Service Advisor to deliver service excellence across customers. You will handle email, web chat, social media and phone interactions, processing bookings and enquiries to SLAs while upholding our values.

The role requires database experience, IT literacy, and strong interpersonal and negotiation skills to support revenue targets, with a focus on retail customers and a commitment to our charity’s mission.

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.
• Effective negotiation skills.

Responsibilities

• Deliver service excellence to all customers.
• Provide an effective sales service via email (cases), web chat, social media and phone, ensuring training/supplies requirements and requests are dealt with accurately and efficiently, whilst maintaining the agreed internal/external service levels and meeting the organisations core values.
• 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.
• The Customer Service Advisor is responsible for delivering service excellence to all customers but with specific focus on retail customers. To provide an effective sales service via email (cases), web chat, social media and phone, ensuring training/supplies requirements and requests are dealt with accurately and efficiently, whilst maintaining the agreed internal/external service levels and meeting the organisations core values.

Skills

Customer service experience

Database management

Interpersonal communication

IT literacy

Negotiation skills

Job description

Responsibilities

• The Customer Service Advisor is responsible for delivering service excellence to all customers.
• To provide an effective sales service via email (cases), web chat, social media and phone, ensuring training/supplies requirements and requests are dealt with accurately and efficiently, whilst maintaining the agreed internal/external service levels and meeting the organisations core values.
• 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.
• The Customer Service Advisor is responsible for delivering service excellence to all customers but with specific focus on retail customers. To provide an effective sales service via email (cases), web chat, social media and phone, ensuring training/supplies requirements and requests are dealt with accurately and efficiently, whilst maintaining the agreed internal/external service levels and meeting the organisations core values.

Required Skills

• 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
• Effective negotiation skills

About St John Ambulance

Do you want to make a difference and be part of a vibrant and inclusive organisation that has been helping save lives for more than a century? As one of the country's best-loved charities, St John Ambulance played a pivotal role in responding to the pandemic as well as 'everyday' health emergencies, training, supporting communities, and improving young people's lives.

This is a fantastic opportunity to join a team of over 1,700 employees and over 30,000 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, Falls response, Night Time Economy and Homelessness outreach) 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, NHS Cadets and Young Responders programmes).

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.

The role benefits from a competitive salary, generous pension, hybrid, flexible working, 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years, options to buy and sell holiday, free first/mental aid first aider courses, Blue Light and NHS online shopping discounts, cycle to work scheme, life assurance, flu jab, eye care, mental health and wellbeing tools and volunteering days.