Customer Services Advisor

TN United Kingdom; Leeds; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

An established industry player is seeking enthusiastic Customer Services Advisors to join their dynamic Member Services team in Leeds. In this role, you will provide essential support to members across the UK and Ireland, ensuring their queries are handled efficiently and with care. With a hybrid working model and a comprehensive training program, this position offers a fantastic opportunity for growth and development. You will work in a collaborative environment, where your contributions are valued, and your skills will be honed through hands-on experience. If you are passionate about customer service and thrive in a fast-paced setting, this could be the perfect role for you.

Benefits

Up to 10% discretionary annual bonus

Annual performance-related pay review

Career development opportunities

11% pension contribution

25 days annual leave

Private Medical Cover

Flexible hybrid-working arrangement

Car Salary Sacrifice scheme

Personal GP video consultation service

Employee Assistance Programme

Qualifications

• Experience in a customer service call centre is essential.
• Ability to manage difficult conversations with empathy.

Responsibilities

• Support members and manage queries via phone and email.
• Take ownership of member enquiries and ensure resolution.

Skills

Customer Service Experience

Building Rapport

IT Skills

Empathy

Emotional Intelligence

Teamwork

Tools

Microsoft Office

Teams

Outlook

Job description

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We have exciting opportunities for Customer Services Advisors to join our Member Services team based in Leeds!

Our Direct Sales and Service department has exciting opportunities for customer service experts to join our Member Services team, where you will provide help, guidance, and support to our members in the UK and Ireland. You will work within our contact centre to deliver a service that embodies our values and puts members at the heart of everything we do.

Role Responsibilities

As our new Customer Services Advisor, you will:

• Support our members and manage their queries via telephony and email channels.
• Take ownership of member enquiries, managing them through to earliest possible resolution, and ensure all actions are recorded on the relevant database.
• Act as the first point of contact and resolution for complaints, issues, and disputes, ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
• Collaborate with other business areas when needed to ensure seamless service to members.

The Ideal Candidate

We are looking for:

• Experience within a customer service call centre.
• Experience building rapport with customers.
• Confidence in learning and retaining new information.
• Competent IT skills, including navigating computer equipment and using Microsoft Office products such as Teams and Outlook.
• Demonstrable experience handling difficult conversations with empathy and emotional intelligence.
• Ability to work as part of a team in a fast-paced and dynamic environment.

If you enjoy speaking with people, are confident, and want to join an inclusive, supportive, and dynamic team, then send in your application. Our Talent Acquisition Team is eager to hear from you!

What to Expect

There’s a lot to learn before starting your role, but don’t worry! We have a dedicated training team that will provide a bespoke, fully paid 5-week training programme during your induction, starting on Monday 3rd February 2025. During this time, full attention is required, and no annual leave can be taken. After training, you will join our high-support graduation bay to refine your skills and work with our experienced customer service team.

We have 8 full-time roles available; shifts are Monday to Friday between 08:00 and 18:30. The total working week is 37.5 hours, with shifts on a rolling rota: 08:00 – 16:30, 09:00 – 17:30, and 10:00 – 18:30.

This role offers a hybrid working model, blending home and office work, with full equipment and support provided.

Package Details

Alongside a competitive starting salary, benefits include:

• Up to 10% discretionary annual bonus
• Annual performance-related pay review
• Career development and pay progression to £26,500 through our Talent Development Framework, with potential to reach £29,500 at the Mastery Level
• 11% pension contribution (3% from you, 8% from us; additional matched contributions available)
• 25 days annual leave plus flexible bank holidays (option to buy/sell additional days)
• Private Medical Cover
• Flexible hybrid-working arrangement
• Inclusive culture focused on wellbeing and recognition
• Car Salary Sacrifice scheme
• 6x salary death in service benefit
• Personal GP video consultation service
• Employee Assistance Programme
• Shopping discounts from major retailers