Job Description

This team is dedicated to delivering world class service and that means having a world class team. In the role you will be responding to all types of consumer led correspondence and delivering the highest level of customer service.

Responsibilities

• Be the first point of contact for all inbound Customer Support Enquires
• Triage customer enquiries, creating a ticket or case reference and assigning to the appropriate department or colleague either via email, telephone or written communication to ensure efficient and low effort customer service
• Monitor open tickets and cases and bring to full resolution once query owner has provided solution, escalating where necessary to ensure proactive service is always maintained.
• Provide timely updates to customers and end users to maintain a positive customer journey.

Skills, Knowledge and Experience

• Positive can-do attitude
• Excellent communication skills, via telephone, email and web chat
• Proficient computer skills

• Curious and always looking for ways to improve
• Able to take ownership of tasks
• Demonstrates honesty and integrity
• Customer focused and driven to exceed excellence
• Flexible and adaptable to change
• Team player who encourages positive communication and respect
• Experience working in Customer Service within a Contact Centre – Inbound or Outbound
• Working to targets / SLA / KPI

Hours and Benefits

• Monday-Thursday, 08:30-17:00 and Friday 08:30-16:00 with 45 minutes unpaid for lunch.
• (Summer hours are effective from 1 May through to 31 August each year; Monday-Thursday, 08:30-17:00 and Friday 08:30-15:00 with 30 minutes unpaid for lunch)
• Pension
• Healthcare benefits
• Cycle to Work scheme
• Employee product discount
• 25 days holiday
• Company values awards