Job Description

Retail Customer Services Advisor

Temporary role till 31st March

Pay rate £10.15

We are currently recruiting on behalf of our client based in Milton Keynes.

ROLE RESPONSIBILITIES

Successful candidate will be providing flawless 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 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, 5 email audits carried out each month.

EXPERIENCE REQUIRED

" Strong customer service experience
" Attention to detail
" Strong admin skills

For more information please contact Victoria or Natalie on 01604637495 or 01162516171