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Customer Service Advisor

Posted on Jul 17, 2019 by CV-Library

Kent, United Kingdom
Accountancy
Immediate Start
Annual Salary
Full-Time
Our client is looking for a Customer Service Advisor to join their ever-growing team. You will need experience of dealing with customers over the phone, handling objections and complaints.

Duties for the Customer Service Advisor:

• Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised

• Working with customers to understand the complaint and ensure the right solutions are sought

• Taking ownership of the allocated cases from initial registration and keeping customers up-to-speed with progress through to finalisation

• Escalating challenging cases to the Manager in a timely manner (particularly where legal advice may be required)

• Delivering a best in class customer experience in line with the Company Vision, Mission and Core Values

• Working within a team environment, building relationships and rapport with both colleagues and customers

• Ensuring compliance with appropriate legislation and regulatory bodies and adhering to Company’s policies and procedures

• Assisting in the continuous development and implementation of systems, procedures and policies for complaints

• Overcoming barriers to acceptance using developed interpersonal and communication skills

• Participating in the reporting of and learning from complaints including - trend analysis, providing feedback/reports to the relevant departments, participation in ongoing programmes of training and development in relation to the complaint handling processes

• Written and telephonic liaison with various parties during the execution of duties, and tailoring our communication to the party we are liaising with

Personal Spec for the Customer Service Advisor:

At least 6 months experience

Exceptional communication and problem-solving skills

Ability to remain calm under pressure and professional at all times

Inquisitive, a good listener and solution provider

Tactful and yet assertive, with strong negotiation skills

Ideally from an FCA or highly regulated background

This company offer a great working environment with fantastic company benefits and a good long term career structure

Reference: 210384135

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