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Telephony Customer Advisor

Location: WOLVERHAMPTON, WEST MIDLANDS Salary: 9.62 - 9.62 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3080971
Opportunities have arisen for highly motivated & dynamic colleagues to join the Online Team for one of Reed's key financial services clients.

The role requires successful candidates to work as part of a team in a fast paced environment and undertake a range of duties to service customers’ needs to a high standard.

To carry out a range of assigned specialist support duties ensuring that the work is completed accurately and adheres to all specified processes, procedures, standards and relevant external regulations.

Build strong relationships with customers as well as the various departments we liaise with.

Respond to a range of enquiries, ensuring that customer's requirements are clarified where necessary, referring issues to senior colleagues where appropriate.

Contribute to the completion of the team’s workload and priorities whilst meeting/exceeding productivity targets.

Identify and suggest improvements to new and existing processes, procedures, systems and participate in all Service Excellence activities within the department as appropriate.

Key Activities
• Ensure a high quality customer experience is delivered across the online channels.
• Effective first point of call for all online customers regarding the provision of technical support
• Providing customer care for new customers
• Act as a liaison between customers and other associated departments i.e referrals and payments
• Be a recognised online services expert within the business.
• Promote a high level of awareness to customers of the features and benefits of online services
• Provide support to customers, through the most effective means, to ensure that customers take on board self service.
• Develop a deep understanding of customer activity, usage and benefits of online services to provide input to improvements in support materials and resources.
• Provide support to colleagues to improve awareness of online service features & benefits and help them promote to customers.
• Encourage customers to make use of existing support materials.
• Identify improvements and enhancements to online services.

Customer Excellence
Delivering Results
Managing Relationships
Communication & Impact
Collaborative Working

Shifts: Variable between 7.30am - 6pm Monday to Friday

This role will start on the 14th September so you must be able to start on this day and have no holiday plans for the first 6 weeks during the training period.

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