Customer Service Advisor

Customer Service Advisor

Location: Stockton on Tees office based. Contract: 12 month Fixed Term. Hours: 37.5 per week. Working pattern: 37.5 hour shifts Monday-Friday 08:00-20:00 (Saturday cover on a rota basis). Salary: £26,227.50 per annum.

We are delighted to announce an exciting opportunity to join us as a Customer Service Advisor as the first point of contact for many claimants accessing the Health Assessment Advisory Service. The Claimant Advisor ensures claimants' queries are resolved in a timely manner and is responsible for accurate recording of data and high standard general administration.

Responsibilities

• Managing a large volume of inbound and outbound calls in a timely manner.
• Handling claimant enquiries as the single point of contact for claimants and other third parties using the enquiry service.
• Taking responsibility for enquiries from first contact through to conclusion.
• Providing a high level of customer service, ensuring all calls and enquiries are dealt with professionally, politely and caring manner, demonstrating customer service excellence at all times.
• Ensuring that call scripts and documented procedures are followed to maintain quality and consistency of calls.
• Logging information taken on calls/enquiries accurately and in a timely manner on the relevant systems.
• Providing advice and guidance to claimants where appropriate and/or directing them to relevant advice and guidance.
• Escalating any enquiry or issue that cannot be resolved directly and ensuring full follow up to resolution.
• Supporting the Claimant Enquiry Team and other support functions with any associated administration tasks as required.
• Commitment to personal and professional development, ensuring all necessary learning is completed.

Essential Criteria

• Previous experience in a customer service role.
• Previous call handling experience.
• Strong customer service skills.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Analytical and problem solving skills.
• IT literacy including the ability to type/data input accurately and at speed.
• Previous experience using CRM databases.
• Organised and able to manage time productively.
• Flexible and able to adapt and respond well to change.

Benefits

• 25 days of annual leave plus bank holidays, with the option to trade for additional leave.
• EAP Support programme available 24/7, including 6 free counselling sessions.
• Private medical insurance and life assurance.
• Up to 2 days of Community Giving (volunteering) each year.
• Eyecare vouchers to help with glasses or eye care.
• Online shopping discounts.
• Cycle to Work scheme and travel season ticket loan.
• Long service awards.
• Salary Finance offering financial education and advice.
• Opportunity to purchase additional benefits such as critical illness cover and dental insurance.

Please note, if we receive a high volume of applications, the role may be closed early.