Customer Advisor

Permanent vacancy - Customer Advisor
Salary - £30,369 + on call bonus
Location - Euro Central
Working hours - 40 hours PW
Working days - Monday to Friday (Hybrid)
On call - you will be on call to take calls one in every 6 weeks but additional payment is added to your salary.
Excellent benefits package

Our client based in Euro central, are looking for a customer service advisor to join their team. They aren't a typical call centre but you will be answering questions/queries/complaints and dealing with inbound and outbound call. Please note that this is a hybrid roll and also requires someone who will be happy to deal with an on call phone one week in every 6.

You will be working closely with the Customer Experience Leader, to ensure all those in contact with the business are supported with effective, efficient and successful customer experience. You will be a key contributor in the team focused on performance with opportunities for appropriate training and development.


Key Responsibilities
* You will support inbound and outbound incident or customer hub activity, ranging from supporting 'assisted digital' customer service and resolution, to supporting outbound activity
* Autonomy to proactively horizon scan and monitor emerging issues (analysing national and local media, social media, event and reports), advising and co-creating actions, processing occasionally complex enquiries, developing often detailed responses and disseminating public communications using targeted channels selected by the post
* As the business increasingly moves to modern, digital customer services, the post will provide critical 'assisted digital' customer service - supporting the full spectrum of our communities to access nationally important public services
* You will be required to work independently to strict deadlines, with the autonomy to organise own work daily
* Be required to provide exceptional levels of service to our customers and colleagues, in a fast-paced environment, switching between different work streams
* The post will be expected to influence and provide advice on a number of topics with good knowledge to problem solve enquiries. Where unable to resolve, the post will obtain detailed information which will gathered and passed to the relevant part of the organisation to respond
* Assist the Customer Experience Leader, through regular discussions and team meetings, in the delivery of communications policies, strategies, programmes and services in support of company objectives.
* Required to identify trends or themes in conversations, questions or enquiries and work with colleagues and Customer Experience Leader to draft responses or contribute to design resolution strategies that would go to management for approval and implementation
About you
* Ability to use advanced word processing skills using systems such as, Outlook, Microsoft, CRM for data input, internet and social media
* Digital and social media monitoring and reporting software to monitor, record, analyse, respond, communicate and report in relation to customer experience centre responsibilities
* Have excellent customer service experience
* Positive attitude to work
* Be able to work independently
* Bring ideas to the table
Be proactive with changes and development in the team



Full training will be provided for this role, and you will be joining a very successful, established and fun team. If you have Sales Admin experience and looking to work with a lovely company, please give Louise a call on 0141 221 0007.

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