Customer Service Advisor

As a Customer Service Advisor, you'll deal with enquiries, making sure everyone gets a clear, helpful and respectful response. You'll work under general supervision, but you'll often be trusted to make decisions and solve problems on your own. You'll report to a Team Leader and have no supervisory responsibilities.

What you'll do

• Handle enquiries by phone, email and in person
• Gather and assess information accurately, spotting gaps or inconsistencies by listening to the customer
• Defuse difficult situations and respond in ways that don't escape conflict
• Give initial support to customers who are worried or in difficulty, and refer them on when they need more support
• Keep accurate records and handle personal data in line with data protection requirements
• Work with colleagues, external organisations and partner agencies to come to an effective resolution.

You will:

• Seek feedback and give it constructively
• Work cooperatively and build rapport quickly
• Think critically, weigh up options and make sound decisions
• Be open to new ways of working and suggest improvements

Essential

• Minimum Level 3 qualifications (e.g. 2 A Levels, grades A-F) or equivalent experience
• Confident IT skills, including Microsoft applications
• Excellent communication and customer service skills
• Experience in a customer facing role

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