Customer Service Advisor

Job Role: Customer Service Advisor
Start date: May 2025

Training: 8 weeks, Monday to Friday 9am-5pm
Pay Rate: £12.77 per hour paid weekly - increasing to £13.30, 1 week in arrears. The pay week runs from Monday to Sunday
Contract: Temporary ongoing with permanent opportunity
Hours/Days: Monday to Friday, shifts are between the hours of 8am to 8pm, 7.5 hours per shift
Role: Handling inbound calls from customers in relation to their bills
Location: Whitehaven, CA28

Checks - We will complete a DBS check, Credit check and employment references - information on completing this will be sent out in the coming weeks.

We are recruiting on behalf of our fantastic client based in Whitehaven, within this role you will be joining an existing team within an inbound customer service department. Full training will be provided!

The Role
* Have a passion and commitment to provide the highest levels of customer satisfaction at each customer contact
* To identify and implement process improvements to improve service to the customer and operational performance
* To work in partnership with operations employees at all levels of the organisation to ensure work activities are resolved to the satisfaction of the customer.
* Accurately record and process a variety of customer enquiries.
* Diagnose customer issues through detailed questioning and active listening.
* Investigate and interpret data held on a number of different systems.
* Manage customer expectations and set and agree timescales for actions to be performed.
* Promote products in line with marketing input.
* Conduct outbound calls following events and system unavailability.
* Review own performance statistics and take responsibility for personal development.
* Ability to be able to respond to and resolve written customer contacts.

You will be required to:
* Answering Incoming Calls: Respond to customer inquiries and provide information about products or services.
* Resolving Issues: Address and resolve customer complaints or problems efficiently and effectively.
* Providing Support: Offer technical support or assistance with product usage.
* Documenting Interactions: Record details of customer interactions and transactions in the system.
* Following Up: Conduct follow-up calls to ensure customer satisfaction and resolve any ongoing issues.
* Maintaining Knowledge: Stay updated on product information, company policies, and procedures.
* Escalating Issues: Identify and escalate complex issues to higher-level support or management.
* Meeting Targets: Achieve performance targets such as call handling time, customer satisfaction scores, and resolution rates.
* Providing Feedback: Offer feedback to management on recurring issues or customer concerns.

Please submit your CV today and one of the team will be in touch to discuss the next steps with you.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.