Customer Service Advisor
| Posting date: | 03 April 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £24,086 |
| Hours: | Full time |
| Closing date: | 03 May 2024 |
| Location: | Stonehouse |
| Company: | Customade Group Services Limited |
| Job type: | Permanent |
| Job reference: | 810 |
Summary
Job Advert
Customade Group is a manufacturer and supplier of uPVC and aluminium windows and doors to trade customers. We are pleased to
announce that we now have an opportunity for a Customer Service Advisor to join our team in Stonehouse.
Reporting to the Customer Service Supervisor, the role requires all customer complaints and queries assigned to them, to be
actioned efficiently and effectively, working strictly within Company guidelines and SLA's, ensuring a positive experience for the
customer regardless of outcome
You will:
* Ensure all complaints / queries assigned to them have a first response within 24hrs
* Thoroughly investigates all complaints to understand root cause and therefore best course of correction action
* Ensure all complaints / queries are logged in the Case Management system when first assigned and then updated until closed,
proiding accurate information to other departments regarding CoPQ
* Use the Case Management system, to monitor and manage own workload and to ensure complaints are resolved in the most efficient
and cost effective way, whilst maintaining a positive service exeperience for the customer
* Proactively keeps customer updated on progress of their complaint
* Liaise with all internal departments, Production , Despatch, Purchasing, Sales, SOP etc, to ensure Customer expectations are
met and delivered
* Answer all incoming calls within 3 rings
* Knows when to escalate a complaint if support required to resolve / customer unhappy with outcome
* Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures
* Demonstrate our company vision and values
Person Specification
* A self motivated team player
* Excellent organisation, time management and administration skills
* Able to prioritise workload
* Able to work under pressure and remain calm
* Customer service can do attitude
Key Capabilities
* Strong investigation and problem solving skills
* Ability to identify trends / reoccurring issues and escalate to relevant areas of the business
* Able to balance business and customer needs including making commercial decisions where applicable and within authority level
* Offer ideas, creativity and maintains the highest standards
* Observant with the ability to spot discrepancies
* Accurate in data entry with a high attention to detail
* A good communicator with both internal and external customers, with the ability to de-escalate potential conflict situations
and overcome objections
* Customer focused, with the drive and determination to provide a Best-in-Class service in all areas
* Professional represents Customade at all times
Essential Experience
* Previous customer service background either face to face or telephone based
* Needs to be self-motivated, courteous and have excellent verbal and written communication skills
* Excellent questioning and listening skills to enable customers to talk through their needs
* Able to understand technical requirements and communicate technical information effectively
* Team Player
* Computer Literate
* Good Telephone manner
What we offer:
Salary: £11.58ph (£24,086pa)
Contract: Permanent
Hours: Monday to Friday
Week 1 – Monday to Thursday 8am-5pm, Friday 8am-2pm
Week 2 – Monday to Friday 8am-4.30pm
Location: Stonehouse
Benefits offered:
* Annual holiday plus Bank Holidays
* Holiday Purchase Scheme
* Pension & Life Assurance Scheme
* Enhanced Maternity & Paternity Pay
* Uniform provided
* Training and Succession Planning
* Social events throughout the year
* Employee discounts on our products
* One day’s paid volunteering leave to support your chosen charity
Manufacture a better future, visit customade.co.uk/careers
A kind note to recruitment agencies – please do not send us CV’s to HR, Recruitment or managers
Customade Group is a manufacturer and supplier of uPVC and aluminium windows and doors to trade customers. We are pleased to
announce that we now have an opportunity for a Customer Service Advisor to join our team in Stonehouse.
Reporting to the Customer Service Supervisor, the role requires all customer complaints and queries assigned to them, to be
actioned efficiently and effectively, working strictly within Company guidelines and SLA's, ensuring a positive experience for the
customer regardless of outcome
You will:
* Ensure all complaints / queries assigned to them have a first response within 24hrs
* Thoroughly investigates all complaints to understand root cause and therefore best course of correction action
* Ensure all complaints / queries are logged in the Case Management system when first assigned and then updated until closed,
proiding accurate information to other departments regarding CoPQ
* Use the Case Management system, to monitor and manage own workload and to ensure complaints are resolved in the most efficient
and cost effective way, whilst maintaining a positive service exeperience for the customer
* Proactively keeps customer updated on progress of their complaint
* Liaise with all internal departments, Production , Despatch, Purchasing, Sales, SOP etc, to ensure Customer expectations are
met and delivered
* Answer all incoming calls within 3 rings
* Knows when to escalate a complaint if support required to resolve / customer unhappy with outcome
* Maintain a safe, secure, and compliant environment by operating within Company systems, policies, procedures
* Demonstrate our company vision and values
Person Specification
* A self motivated team player
* Excellent organisation, time management and administration skills
* Able to prioritise workload
* Able to work under pressure and remain calm
* Customer service can do attitude
Key Capabilities
* Strong investigation and problem solving skills
* Ability to identify trends / reoccurring issues and escalate to relevant areas of the business
* Able to balance business and customer needs including making commercial decisions where applicable and within authority level
* Offer ideas, creativity and maintains the highest standards
* Observant with the ability to spot discrepancies
* Accurate in data entry with a high attention to detail
* A good communicator with both internal and external customers, with the ability to de-escalate potential conflict situations
and overcome objections
* Customer focused, with the drive and determination to provide a Best-in-Class service in all areas
* Professional represents Customade at all times
Essential Experience
* Previous customer service background either face to face or telephone based
* Needs to be self-motivated, courteous and have excellent verbal and written communication skills
* Excellent questioning and listening skills to enable customers to talk through their needs
* Able to understand technical requirements and communicate technical information effectively
* Team Player
* Computer Literate
* Good Telephone manner
What we offer:
Salary: £11.58ph (£24,086pa)
Contract: Permanent
Hours: Monday to Friday
Week 1 – Monday to Thursday 8am-5pm, Friday 8am-2pm
Week 2 – Monday to Friday 8am-4.30pm
Location: Stonehouse
Benefits offered:
* Annual holiday plus Bank Holidays
* Holiday Purchase Scheme
* Pension & Life Assurance Scheme
* Enhanced Maternity & Paternity Pay
* Uniform provided
* Training and Succession Planning
* Social events throughout the year
* Employee discounts on our products
* One day’s paid volunteering leave to support your chosen charity
Manufacture a better future, visit customade.co.uk/careers
A kind note to recruitment agencies – please do not send us CV’s to HR, Recruitment or managers
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.