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Customer Service Advisor - Out of Hours

  • Location: Sutton Coldfield
  • Salary: £21,008 per year
  • Job Type:Permanent

Posted 22 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 28 August 2022
  • Job Ref: LW/21008

Hours: 36 Hours Per week (over 3 or 4 days)

Shifts available


Saturday, Sunday & Monday 12.5 Hour shifts between 8am-10.30pm


Tuesday, Wednesday, Thursday & Friday – 9.5 Hour shifts between 11am-10.30pm

Start Date: 5th September

Overall Purpose:

As a Customer Service Advisor, you will be part of a friendly, professional and multi-skilled team providing a professional service. You will respond to high volume inbound calls with sensitivity and empathy.

Specific responsibilities as a Customer Service Advisor will include, but will not be limited to:

•Resolving client queries and concerns by clarifying information, researching answers and alternative options, implementing solutions or escalating unresolved problems

•Managing multiple tasks whilst supporting the delivery of the highest standards of client service

•Providing the client with your personal attention in every aspect, offering follow-up contacts to ensure customer satisfaction

•To be a success within this role you will need to have a passion for providing excellent customer service as well as the ability to work within a fast paced environment

•Exceptional listening and telephone communication skills are essential as well as being able to build client relationships in a friendly yet approachable manner, finally you will need to have basic IT skills and an adaptable approach to meet client needs.

Key Responsibilities:

•You will demonstrate compassion, respect, openness and care in line with client Core Values at all times.

•You will apply your training at every opportunity.

•You will adapt your approach, behaviour and communication style to meet the clients’ specific needs – demonstrating understanding, patience and empathy where appropriate

•You will maintain your knowledge of the client, Affinity & Business Partner products, services and the procedures that complement them by ensuring you are up to date with all training events/briefings.

•You will resolve client concerns, queries &/or problems by clarifying issues; researching and exploring answers and alternative options; implementing solutions; escalating unresolved problems

•You will ensure that the accuracy of your work is at the highest level.

•You will be able to manage multiple tasks to achieve the best outcome and support delivery of the highest standards of client service.

•You will represent the CSC professionally and courteously when communicating with client branches.

•You will provide the client with your personal attention in every aspect, offering follow-up contacts to ensure customer satisfaction.

Person Specification:

•Has a desire to provide a compassionate and professional service to clients with sensitive queries

•Can demonstrate flexibility and the ability to adapt quickly to changing priorities

•Is passionate about delivering exceptional service whilst achieving targets

•Can demonstrate attention to detail

•Enjoys working as part of a team

•Can manage their own workload effectively