Senior Customer Services Advisor

TN United Kingdom; Craven Arms; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Senior Customer Services Advisor to enhance their dynamic team in Craven Arms. This role involves providing direct support to Customer Service Advisors, mentoring Apprentices, and driving continuous improvements in service delivery. The ideal candidate will thrive in a fast-paced environment, possess excellent supervisory skills, and be passionate about delivering outstanding customer service. With a focus on training and development, this position offers a unique opportunity to make a significant impact while enjoying flexible working arrangements. If you're ready to take your career to the next level, this could be the perfect role for you.

Benefits

Flexible working options

Training and development opportunities

Community-focused work environment

Qualifications

• Experience in a fast-paced customer-facing role.
• Demonstrated supervisory experience with mentoring & coaching.

Responsibilities

• Support and develop the Customer Services team.
• Line manage and mentor Apprentices within the CST.
• Investigate customer dissatisfaction and suggest improvements.

Skills

Customer Service

Supervisory Skills

Mentoring and Coaching

IT Skills

Process Improvement

Education

GCSE in English

GCSE in Maths

Job description

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Senior Customer Services Advisor, Craven Arms

Client: Connexus

Location:

Job Category: Customer Service

EU work permit required: Yes

Job Reference:

21469292c3b1

Job Views:

13

Posted:

28.04.2025

Expiry Date:

12.06.2025

Job Description:

The vacancy

We are looking for an exceptional candidate to work at a senior level to support & develop our dynamic Customer Services team to promote, develop and continuously drive improvements to our service delivery. You’ll be responsible for:

• Providing direct support and guidance to the Customer Service Advisors to enable delivery of a comprehensive service to customers, advising on services, policies, and procedures of Connexus
• Line managing up to 4 Apprentices within the CST; mentoring them to achieve their qualification
• Developing and maintaining a specific CST onboarding training programme aligned with the vision and purpose of the Customer Services Team and the wider group.
• Ensuring reference materials and documents are kept relevant and up to date, benefiting both new starters and existing colleagues
• Directly supporting all CST colleagues by providing specific training on service-related issues
• Supporting CST Team Leaders with colleague scheduling as required
• Investigating dissatisfaction from Customer surveys to enable positive resolution of issues, reporting outcomes, lessons learnt, and suggestions for service improvements
• Assisting Team Leaders in developing, implementing, and utilizing new and existing technology and systems, including gathering/collating relevant information and supporting colleagues with their use

About you

We’re looking for someone with experience in a fast-paced customer-facing role, passionate about delivering excellent customer service. You should be confident supervising colleagues and assisting Team Leaders in developing & training staff, with a knack for streamlining process flows and fully utilizing core system functionality to enhance service delivery. Demonstrated supervisory experience with mentoring & coaching is preferred, or a willingness to undertake training. You will need passes in English and Maths at GCSE level or equivalent, and excellent IT skills. A flexible attitude is essential to support service delivery.

This role is suitable for hybrid working, combining home working and office presence at Craven Arms, with travel to other offices as required.

Shortlisting date: Thursday 26 October 2023

Interview date: Thursday 09 November 2023

About Connexus

Connexus is a community-focused housing group aiming to deliver quality homes and services across Shropshire and Herefordshire. Our teams' work is varied, and no two days are the same. We offer flexible working options and excellent benefits, supporting colleagues with training and development opportunities. If you want to work with like-minded individuals and make a difference in our customers' lives, Connexus could be the right fit for you.