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Customer Service Advisor – Nantgarw

Nantgarw

Posted 07/06/2021

£18,038 starting & £18,525 after probation

Top Reasons to Apply
  1. We are looking for Customer Service Advisor who are suited to individuals from all Customer Care experiences. We are particularly interested to speak with individuals from a charity sector or health and social care background.
  2. The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well known and smaller organisation from charity, third sector and government sectors.
  3. The candidate should have proven experience of delivering a service which provided a supporting role;
Job Description

Customer Service Advisor – Nantgarw

Customer Service Advisor (Shifts including weekends), Nantgarw.

Salary:

  • £18,038 starting salary
  • £18,525 after probation

Hours:

  • 37.5 hours a week (5 x 8 hour shifts between 8am and 8pm)

Working either:

  • Wednesday to Sunday each week OR
  • Saturday to Wednesday each week

As an equal opportunities and disability confident employer we believe diversity brings advantages to our clients, our business and our employees.

We are committed to building an inclusive environment and welcome suitable applications from all backgrounds.

We encourage you to let us know if there are any reasonable adjustments we can take to aid you at any point throughout our recruitment process.

Overview

Our Customer Service Advisor roles are suited to individuals from all Customer Care experiences. We are particularly interested to speak with individuals from a charity sector or health and social care background.

The Customer Service Advisor is required to provide an exceptional level of service to our service users working with a variety of well known and smaller organisation from charity, third sector and government sectors.

You will be required to:

  • Understand, support and advise customers requiring a wide range of information, support and guidance;
  • To provide a telephone and multi-channel support service with integrity, professionalism and adhering to all relevant process, procedures and legislation;
  • Comply with the expectations of customers where possible;
  • Ensure you are consistently achieving or exceeding Service Level Agreements (SLA’s).

Main duties and responsibilities of Customer Service Advisor:

  • Provision of multi-channel information services;
  • Provision of accurate, meaningful and consistent information to support to our customers;
  • Listen patiently, empathise with the caller’s situation and convey a genuine desire to help and support;
  • Maintain the Customer Records Management (CRM) system through accurate data input and record keeping, constantly keeping data integrity as a core priority;
  • Work with colleagues to ensure the highest level of customer satisfaction;
  • Ensure continuous service improvement, initiating, and responding to change in a positive manner;
  • To undertake effective research on a range of topics to fit with deadlines;
  • Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required to include but not limited to PCI, GDPR, ISO 27001, 9001 and 14001.

Skills and experience

  • Proven experience of delivering a service which provided a supporting role;
  • Working as part of a team;
  • Providing telephone, online, email and live chat information;
  • Researching, collecting and recording data evidence;
  • IT literate with full working knowledge of MS Office Suite and use of windows-based databases;
  • Planning and co-ordinating own workload;
  • Excellent communication and interpersonal skills;
  • Strong decision-making abilities;
  • Ability to empathise with people at all levels;
  • Ability to manage and resolve complaints;
  • High level of Emotional resilience.

Benefits:

  • Casual dress
  • Company events
  • Company pension
  • On-site parking
  • Referral programme
  • Store discounts
  • Wellness programmes

Schedule:

  • 8 hour shift
  • Day shift
  • Weekends

Company Information

We’re a 24/7 specialist outsourced Contact Centre business. Through a uniquely human approach, technology, consultancy and experience

We’ve become the market leader in delivering positive customer outcomes for public sector, charity and socially-focussed organisations.

Since launching back in 2006, we have helped organisations across the third and public sectors increase reach and boost ROI. Most importantly, though, our work has inspired positive change within those organisations, improving service and support for the people who need it most.

Key Facts
  • Head Office:

    Unit 3
    Cefn Coed Parc
    Nantgarw
    Cardiff
    CF15 7QQ

Location
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