PB3, Customer Service Advisor, EO, Perm., Liverpool
| Dyddiad hysbysebu: | 14 Mehefin 2024 |
|---|---|
| Cyflog: | £28,624 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 30 Mehefin 2024 |
| Lleoliad: | L20 7HS |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 357630/1 |
Crynodeb
As a Customer Services Advisor you will be the first point of contact for charity trustees, professional advisors and other stakeholders including members of the public. You will provide advice and guidance to support charities by telephone, email and letter. You will help customers who raise concerns about charities, guiding them through our processes and managing their expectations.
Our Contact Centre operates 9am – 5pm, Monday to Friday, and you will work in a fast-paced, customer-focussed environment where high standards of verbal and written communication are essential. You will work to agreed service levels and operational standards, be confident working in a digital environment and be comfortable working independently within a wider team.
You will need to develop a solid understanding of work across the Commission, as well as sound technical knowledge, to be able to address a wide variety of customer queries, troubleshoot customer problems and take ownership to resolve queries. You will take pride in providing high quality advice and be able to adjust your approach to suit the audience you are interacting with. You will also demonstrate empathy and emotional intelligence with a focus on seeking a resolution on first contact wherever possible to prevent further escalation.
Key Responsibilities:
- Respond to customers, providing advice and answering queries about the Commission’s online services, guidance, and website in the most efficient manner, by telephone or in writing. You will work within target timeframes and adhere to established business processes or guidance.
- Offer support across both the contact centre and the correspondence teams to answer enquiries and provide clarification about guidance and trustee responsibilities, in line with demand.
- Ensure that charities comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating our online services.
- You will take decisions to resolve customer issues, using persuasion and negotiation to select a course of action. You will use your initiative, analytical skills and judgement to solve problems whenever possible and escalate to senior colleagues in complex or contentious cases after considering potential options.
- Explain complex information in a way that all customers can understand, adapting your style and tone to suit different audiences. You will demonstrate empathy and emotional intelligence to deliver excellent customer service, de-escalating challenging situations and providing effective solutions.