Customer Operations Advisor in Milton Keynes – £11 per hour – FTC

Location: Milton Keynes
Contract length 6-9 months – Full Time
Working Hours: Monday to Friday 8:30 – 17:00
Salary: £11 per hour

Your new company
Our Client is one of the world's largest car manufacturer, who are committed to delivering high quality services. Operating in and around the UK, we take care of our customers by delivering the basics brilliantly and by deploying advanced technology. Due to strong business demands, our client is seeking a Customer Operations Advisor to join their growing and dynamic team based in Milton Keynes.

Your new role
Located at a renowned site in Milton Keynes, you will deliver an excellent service to all our client's customers, providing the highest level of customer satisfaction to ensure customer loyalty to our client's products. You will also ensure all customer queries for the full contract period are responded to professionally and promptly utilising the telephone as primary means of contact ensuring customers are fully informed and have been guided through their finance contract including end of contract.

The Customer Operations Advisor is expected to perform at advanced level in the following:

* Respond efficiently and professionally to incoming emails, calls, live chats, text chats and correspondence, provide one stop resolution for customers and internal colleagues utilising the telephone as primary means of contact where possible.
* Taking ownership and working within guidelines to resolve customers' and other departments queries on specific contractual matters, including the provision of settlement figures, end of contract invoicing, transfers, recharges and general account enquiries, with responses verbally, electronically and written as appropriate.
* Record all queries and action points on the relevant department customer contact system
* Pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.
* Prioritise and organise workload to ensure completed within service level agreement, providing an excellent Customer Journey.
* Carry out necessary contract administration providing a Customer First journey within service level agreement, ensuring adherence to task specific procedure and processes
* Ensure company standard of communication with customers (internal and external) reached on all calls, emails, live chats, text chats and correspondence adhering to strict targets utilising the telephone as primary contact method to aide speed of resolution.
* Perform other ad-hoc tasks that may be deemed necessary, assigned by either direct manager or other Stakeholders reasonable to the job holder's role, skill abilities and experience

What you'll need to succeed

The Customer Operations Advisor based in Milton Keynes will have:

* GCSE or equivalent English Language and Mathematics is essential
* Previous customer service experience in an office administration environment essential, preferably within the finance industry
* Previous experience within a contact centre environment desirable
* Effective telephone and negotiation skills in both written and verbal
* Excellent administrative skills
* Excellent communication skills, phone, letter/email writing including accurate English grammar and outstanding interpersonal skills and telephone manner
* Keen eye for accuracy and attention to detail
* Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames
* Demonstrate ability to learn and employ finance and credit-control knowledge
* Self-motivated with the ability to work within a pressurised environment whilst maintaining focus on personal, departmental and company objectives.
* Preferably some knowledge of our client's product portfolio, procedures and systems (Phoenix, Oracle, SAP, Word, Excel).
* Able and willing to take ownership of problems and resolve them to a satisfactory conclusion within predetermined time frames
* Awareness of FCA/DPA requirements desirable

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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