Customer Service Advisor (6 month contract)

Gordon Yates Recruitment Consultancy; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days' annual leave

Bank holidays

Group personal pension

Life assurance & critical illness

One day’s paid move home leave

Two volunteering days

Perkbox benefits

Employee Assistance Programme

Cycle to Work

Wellbeing initiatives

Hybrid working: 1 day per week from 1

Job summary

Gordon Yates Recruitment Consultancy in Central London is hiring a Customer Support Advisor to join a busy membership organisation. The role offers a 6-month contract, a salary of £29,103.85 per year, and hybrid work with one day from home.

You will be the first point of contact for students, members and customers, handling inbound and outbound enquiries and guiding them on memberships, training and events.

Qualifications

• Experience in busy inbound/outbound customer service.
• Strong verbal and written communication.
• Experience using a CRM or customer database.
• Excellent IT skills and ability to learn new systems.
• Ability to multitask and manage varied workload.
• Proactive, customer-first approach with commercial targets.
• Previous experience in commercial customer service beneficial.

Responsibilities

• Handle inbound and outbound calls and respond to emails.
• Provide guidance on memberships, qualifications, training and events.
• Record interactions in the CRM accurately.
• Support membership applications, renewals, upgrades and retention.
• Promote membership benefits and events.
• Upsell and cross-sell services where appropriate.
• Work toward team and individual targets.
• Collaborate across the organisation to ensure joined-up service.

Skills

Telephone-based customer service

CRM experience

IT literate

Verbal and written communication

Problem solving

Team collaboration

Customer relationship building

Tools

CRM system

Job description

Customer Support Advisor Contact Centre

Central London

£29,103.85 per annum (6 month contract)

Full-time 35 hours per week

Hybrid working 1 day from home

Are you an experienced Customer Service or Contact Centre professional who genuinely enjoys speaking to people, solving problems and building relationships?

We are recruiting a Customer Support Advisor to join an established and highly regarded professional membership organisation in Central London.

This is a busy and varied customer-facing role where you'll be the first point of contact for students, members, employers and customers. You'll handle a mixture of inbound and outbound contact, responding to enquiries, resolving problems and helping customers get the most from their membership, qualifications, training and events.

We're looking for someone who is confident on the telephone, commercially aware and highly IT literate, with previous experience gained within a busy customer service, call centre or contact centre environment.

What will you be doing?

• Handle inbound and outbound calls and respond to customer enquiries by email
• Act as a first point of resolution for customer and member queries
• Provide clear advice and guidance on memberships, qualifications, training and events
• Build strong customer relationships and provide a personalised service
• Accurately record customer interactions using the CRM
• Support membership applications, renewals, upgrades and retention
• Deal with student queries relating to study and examinations
• Make welcome and follow-up calls to support onboarding and retention
• Process payments for memberships, subscriptions, conferences and events
• Promote relevant membership benefits, training, qualifications and events
• Identify appropriate opportunities to upsell and cross-sell services
• Work towards individual and team customer service and commercial targets
• Liaise with colleagues across the organisation to ensure customers receive a joined-up service

About You

You'll ideally have experience working within a busy inbound and outbound customer service, call centre or contact centre environment.

• Strong telephone-based customer service experience
• A track record of building positive customer relationships
• Excellent verbal and written communication skills
• Strong listening and questioning skills
• Experience using a CRM or customer database
• Excellent IT skills and confidence learning new systems
• The ability to multitask and manage a varied workload
• A proactive approach and willingness to take ownership
• Good problem-solving skills and the confidence to use your initiative
• A calm and professional approach when working under pressure
• A positive, resilient and adaptable personality
• A collaborative, customer-first approach
• The motivation to work towards customer service and commercial targets

Previous experience within a commercial customer service environment would be particularly beneficial.

What's in it for you?

• 25 days' annual leave plus bank holidays
• Additional discretionary days over Christmas
• Group personal pension scheme
• Life assurance and critical illness cover
• One day's paid leave when moving home
• Two paid volunteering days each year
• Perkbox benefits and discounts
• Employee Assistance Programme
• Cycle to Work scheme
• Regular wellbeing initiatives and workshops
• Hybrid working with one day per week from home

Why Apply?

This is an excellent opportunity for an experienced customer service professional who enjoys taking ownership, solving problems and speaking to customers.

You'll join an established organisation offering a supportive working environment, excellent benefits and the opportunity to build long-term relationships with customers and members.

The role offers plenty of variety and would particularly suit someone who enjoys delivering a genuinely high standard of service while also being comfortable working towards clear service and commercial targets.

6 month fixed term £29,103.85 per annum Central London