Customer Service Advisor 

Location: Measham

Hours: 37.5 hours per week, Monday – Sunday 07:00 – 22:00, 5 days out of 7 on a rota basis

Salary: £13.45 per hour

Performance Bonus – up to £250 a month

Great Benefits

The Role

We are seeking a Customer Service Advisor on the Southeastern campaign. The role is predominantly for inbound call taking but upskilling on other areas of the campaign may be required.

The main purpose of the role includes, but is not limited to; receiving inbound telephone calls and assisting with all manner of queries, it could also include processing delay repay claims, answering emails and processing refunds.

You will be required to efficiently and effectively handle the calls / cases, meeting the required AHT’s and KPI’s whilst ensuring quality standards are met and are adhered to at all times in line with client requirements.

The successful candidate would be someone who is passionate about delivering exceptional customer service, offering solutions and first contact resolutions. They will also be able to take initiative while working as part of a close-knit team which is essential for creating a dynamic and robust team.

Experience

• Proven experience in a call centre or office environment.

• Experience in handling emails

• Proven experience in a data processing environment.

• Experience on the train operating company would be preferred but is not essential.

• Proven experience of working in a high-quality measured role.

• Proven hands on experience of working a Telephony team would be preferred.

• Proven experience of liaising with a team and multi-tasking to achieve a shared goal.

• Proven ability to pay close attention to detail.

• Proven ability to use initiative as well as work as part of a team.

Skills/ Skills/Personal attributes

• Excellent verbal communications skills

• Excellent written communication skills

• Excellent ability to adapt communication style/method to best suit the audience

• Organised and methodical, with an eye for detail.

• Computer literacy is essential including MS Word, Excel and E-mail.

• Ability to work to tight deadlines.

• Proven experience of being able to handle high pressure situations

• Ability to relate to others in a positive manner and build strong working relationships.

• Ability to be resilient and work under pressure.

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey