Title: Customer Support Advisor
Department: Operations
Location: Talbot Green (Hybrid, 3 days a week, 2 from home)
Full Time, Permanent
Line manager: Operations Manager

ROLE OVERVIEW:

Providing customer support for our customers via all channels including email, phone, webchat. Building a strong rapport with customers and giving them a voice by feeding their experiences and feedback to the rest of the business.
Key to this role is ensuring we meet agreed SLA’s (Service level agreements) and deadlines, the role will be varied and cover a wide range of tasks.

KEY RESPONSIBILITIES:

• Effectively handle, manage, resolve, and log customer contacts received through a range of customer support channels in a timely and professional manner.
• Liaise with other internal and external partners to ensure issues are resolved and ensure a smooth transaction for our customers.
• Take ownership, managing, investigating, resolving, and logging customer contacts and enquiries.
• Meet all SLAs for transactional and subscriptions customers, and be willing to work as deemed necessary to ensure all SLAs are met in line with company policies.
• Provide technical support and assistance to customers throughout their contract lifetime.
• Optimise customer satisfaction and meet defined quality standards for contact handling and associated administration.
• Work effectively as a team and autonomously.
• Support customers with help requests, technical issues, complaints, suggestions, and praise received through a range of customer support channels.
• Be able to communicate effectively and listen to a customer’s specific situation and needs.
• Process advert requests and queries from our customer base.
• Have strong, up to date product knowledge across the Tes brands to advise and add value to customers experience and encourage engagement.
• Follow escalation procedures for technical and product development issues, liaising with internal and external partners.
• Assist other areas of the Operations department when necessary due to demand.
• Weekend work maybe required on an adhoc basis during peak seasonal times which will be provided back as time in lieu.

What will you need to succeed?

• Proven experience in effectively communication with customers, clients or similar.
• Strong comprehension skills and attention to detail to ensure customer contacts are read and interpreted correctly.
• Collaborative approach and the ability to build internal relationships both within the team and the wider business.
• Ability to take initiative, be self-motivating, act proactively.
• Working within a multi skilled environment.
• Have a very positive work attitude including flexibility and willingness to work.
• Initiative and ability to make informed decisions within the remit of their role.
• Customer service experience; handling calls and emails, delivering excellent customer service.
• Management of customer complaints.
• Working in a high-volume environment to meet customer expectation.
• Working in an environment with remote teams.

What Do You Get in Return?

• 25 days of annual leave, increasing to 30 days
• 5% pension contribution after probation
• State-of-the-art city centre offices
• Access to My Benefits World
• Discounted city centre parking
• Free fruit delivered weekly to the office
• Complimentary breakfast cereals and hot/soft drinks
• Free eye care cover
• Free Westfield Health cover
• Life assurance
• Cycle to Work Scheme
• Referral scheme
• Season ticket loan
• Employee Assistance Programme (EAP)
• Monthly paid-for social events
• Extensive Learning and Development opportunities