Job Ref: 213304591

Date: 2021-03-05 15:45:15

Apply Now

New Customer Service Advisor Vacancy based in Milton Keynes

Purpose of Role:

The Customer Service Advisor is accountable for managing customer enquiries and complaints by telephone, email and via online channels to deliver ‘best in class’ customer service and appropriate solutions in compliance with policy, procedures, quality standard and relevant legal and regulatory guidelines

Key Responsibilities:

Must have excellent spoken and written communication in one of the following languages (Italian, Spanish and Polish.)
Manage customer/dealer telephone and written enquiries with all communications meeting at least the minimum quality standard (85%) when measured against the Quality Framework.
Undertake appropriate investigation of customer/dealer complaints, clearly communicate the resolution/outcome and accurately complete any associated actions to ensure the complaint is resolved and the case is correctly closed to meet the required quality standard.
Achieve positive customer/dealer feedback to meet the relevant CSAT/NPS score, where customers respond to the satisfaction survey.
To adhere to best practice, ensuring attention to detail and accuracy is achieved.
Attend regular calibration and customer journey reviews for coaching to achieve continuous improvement.
Monitor progress of cases and agreed actions to ensure all customer interactions are handled within SLA.
Achieve all KPIs as defined by the project service level or as directed by a manager.
Provide feedback to the Team Manager where any issues or potential improvements are identified with policies, processes, and procedures.

Person Specification:

Experience of high-volume data entry with a high level of accuracy
Must be able to work remotely 
Excellent attention to detail
Must have excellent spoken and written communication in one of the following languages (Italian, Spanish and Polish.)
Excellent verbal and written communication skills
Able to remain professional, calm and polite when under pressure
Energetic, able to remain positive and adapt quickly in a changing environment
Self-sufficient and able to work with minimal supervision
Customer service orientated
Works well with a team environment
Has excellent awareness of GDPR & Compliance
 Hours of work:

Shift hours – 30 – 37.5 hours/week rotating to cover 8am – 6pm Mon-Fri and 9am – 1pm Saturday (likely to be 1 in 3)

Apply Now