Customer Service Advisor - August

Grant Westfield Limited; City of Edinburgh; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Discretionary annual bonus

33 days annual leave

Flexi hours

Bike to work scheme

On-site parking

Sharesave

Job summary

Grant Westfield Limited in Edinburgh is seeking a Customer Service Advisor to be the first point of contact, delivering expert advice on Grant Westfield products and ensuring an exceptional customer experience.

The role covers handling multichannel inquiries, accurate order processing, and collaboration across departments to meet KPIs, with 36.5 hours per week and a salary of £25,528.

Qualifications

• Minimum of 2 years’ work experience within a Contact Centre or Customer Service environment.
• Educated to National 5 level or equivalent, including strong passes in Mathematics and English.

Responsibilities

• Handle multichannel inbound contacts from customers, provide product information and reduce repeat contacts.
• Accurate order processing and cross-department collaboration.
• Support delivery of department and business KPIs and provide excellent customer service.

Skills

Customer service

Communication

Teamwork

Problem solving

Multichannel support

Order processing

Organisational skills

Education

National 5 or equivalent

Mathematics and English passes

Job description

Are you a customer service star with a passion for helping people? Do you thrive in a busy environment where every interaction makes a difference? We're looking for a dedicated and enthusiastic Customer Service Advisor to join our team. You'll be the first point of contact for our valued customers, providing expert advice on our Grant Westfield products and ensuring an exceptional customer experience.

Hours: 36.5 Rate of pay £25,528.

Key responsibilities:

As a key member of our contact centre, you'll be responsible for:

• Handling multichannel inbound contacts from new and existing customers, answering their general enquiry, providing product information and minimising’ the need for repeat contact.
• Accurate order processing.
• Working collaboratively with other departments.
• Work as part of the CS team supporting the delivery of department and business KPIs.
• Any additional duties as required by the business.

The successful candidate’s profile:

• Minimum of 2 years’ work experience within a Contact Centre or Customer Service environment

Essential Qualifications:

• Educated to National 5 level or equivalent, including strong passes in Mathematics and English

Your strengths:

Flexibility

• Demonstrates willingness to change ideas or perceptions based on current information or contrary evidence.
• Is open to new ideas and listens to other people’s points of view.
• Responds effectively to changing circumstances.
• Adjusts tasks and priorities when necessary.

Teamwork

• Is friendly, approachable, and cooperative.
• Helps when seeing others being overwhelmed with work or unable to solve a problem.
• Shares knowledge, ideas, and concerns with other members of the team and across a wider organisational network.
• Respects cultural differences and differences in opinions.
• Treats all clients with respect and cultural awareness.
• Accepts responsibility for mistakes, apologises, and makes suitable and timely amendments.
• Takes pride in delivering the highest level of customer service.

Organisational skills

• Ensures a clear understanding of the desired result, if unsure, asks for clarification.
• Can work independently and prioritise their workload.

Communication

• Present and discuss views effectively, through formal, informal, written and spoken communication, adjusting style to suit the audience.
• Actively listens to co-workers and customers to gain a better understanding of their concerns and needs.
• Performs tasks accurately and thoroughly; double-checks the accuracy of work and adjusts ensure client expectations are met and exceeded.
• Maintains properly equipped work area.

Problem solving

• Acknowledges when does not know something and takes steps to find out.
  Can recognise potential problems and report issues to their manager.
• Constantly seeks ways to improve processes, products, or services.
• Seeks out/engages in continuous learning opportunities that develop self and expands organisational intellectual capital.
• Uses feedback from co-workers and clients to continuously improve service.

What Grant Westfield will offer you:

Working for one of the leading manufacturing companies in the country, this is a great opportunity to drive positive change and make a significant contribution across the business. In return, you will receive a rewarding and competitive remuneration package, and be based in our Edinburgh office, in the heart of Scotland.

• Discretionary annual bonus scheme.
• 33 days annual leave (includes public holidays), with the opportunity to purchase additional days.
• Flexi hours – with a 3’oclock finish on a Friday!
• Bike to work scheme.
• On-site parking.
• Sharesave – an opportunity to purchase company shares.