Customer Service Advisor
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Location:
Milton Keynes
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Sector:
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Job type:
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Salary:
Up to £10.15 per hour
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Contact:
Natalie
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Contact email:
natalie.gear@brookstreet.co.uk
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Job ref:
HG1134_1561112215
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Published:
almost 5 years ago
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Duration:
3 months
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Expiry date:
21/07/2019
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Startdate:
01/08/19
Job Description
Providing customers with a high quality customer experience through personalised effortless contact - this is achieved through: assistance, support, and account servicing throughout the life cycle of a financial agreement.
This role is required to deal with an extensive variety of enquiries, systems and processes through various channels (e.g. E-mail, white mail, and telephony)
- Work through mailboxes and system queues to a high standard and against strict SLA's
- Providing customers with a high quality customer experience through personalised effortless contact, this is achieved through offering assistance and support
- Multi-media - customer service mailboxes for all brands
- Element of low volume inbound and outbound calls
- Support dedicated outsource mailbox (we have circa 90 outsource advisors taking inbound calls)
- Liaising with other areas of the business to ensure the correct customer outcomes
All teams deal with a variety of customer queries which include;
- Settlement figures
- Account changes: name, address vehicle registration etc
- End of contract options; Refinance, Voluntary terminations and hand backs
- Complaints - resolving where possible as initial contact point and escalating to the dedicated customer resolutions team where needed
Hours
The working hours are between 0800 - 2100hrs Monday - Friday; all employees will be required to work between these hours. 4 week scheduling given in advance.
Shifts can vary between those hours - 8 hours a day 35 hours a week, typical Shift times could be:
0800 - 1600; 0900 - 1700; 1000 - 1800; Monday - Friday
0900 - 1700hrs Saturdays
Candidates must be flexible to work ANY of the listed shifts given unless stated otherwise.
Coaching and Training
- Consistent Coaching and Training throughout the assignment, side by side call listening, shadowing/buddying, 5 email audits carried out each month.
EXPERIENCER EQUIRED
- Strong customer service experience
- Attention to detail
- Strong admin skills
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