Job details

Customer Care Advisor
Head Office, Bolton

Job reference: NRD-SPE-005759

Location: Head Office, Bolton

Closing date: 25/09/2020

Employment type: Permanent/part time

We are looking for a part time Customer Care Advisor, working 30 hours over 4 days, to join our experienced Customer Care Team at Centre, delivering excellent customer service to our loyal and dedicated consumers.

Recipe for Success:

To work as part of a dedicated team delivering first class, professional customer service.  Using a range of communication methods to ensure that customer complaints and enquiries are inputted onto the system and managed through to resolution in a timely manner.

Key accountabilities include:

  • To ensure complaints and enquiries are accurately recorded in CRM and use the system to interrogate information and produce reports which clearly state the type of complaints and enquires received.
  • To build positive relationships with all key stakeholders to ensure complaints are resolved to the satisfaction of both the customer and stakeholders.
  • To work with the Compliance, Technical and Quality teams, to report and resolve complaints.
  • To respond in a timely manner to telephone calls, web forms, letters and emails from consumers and customers, following agreed systems and procedures
  • To assist in the preparation of ad hoc and regular customer care dept. reports
  • To be part of a rota to provide remote telephone cover, and resolution of calls, during weekends and bank holidays.

Essential Ingredients:

  • Previous experience in a Customer Care environment using Customer Service CRM platforms is ideal but not essential as full training will be given.
  • Systems: Experienced and confident in using IT programmes including PowerPoint, Excel and Word
  • Excellent communication skills: Articulate; excellent verbal and written communication skills.
  • Excellent relationship builder- ability to liaise with people at all levels in the organisation, building rapport and establishing credibility to resolved queries and complaints quickly. 
  • Ability to make timely decisions and take account of wider business risks and implications
  • Confident when dealing with difficult customers and situations
  • Ability to remain calm under pressure and in crisis situations
  • Able to maintain confidentiality when dealing with sensitive situations

 

 

 

Benefits:

 

  • 5 weeks annual leave (pro rata for part time)
  • Pension Scheme
  • Profit bonus scheme

 

The closing date for this job has now passed.

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