Customer Service Advisor - Coventry

Job Details

Pertemps are currently recruiting for a Customer Service Advisor to join one of the largest utilities companies in the Midlands. They are passionate about what they do, and their customers are at the heart of everything. They are inspired to create an awesome company and so to achieve this, they are looking for the best talent to join their team.

Location: Coventry Central – Onsite
Pay: £11.92 Per Hour – Full Time.
Duration: 5 Month Assignment – Temp to Perm Opportunity.
Start Date: 2nd May 2023

About the role:

Work as part of a team of Customer Service Specialists, receiving incoming calls from Customers with water and sewerage enquires, as well as dealing with general enquires and complaints.

There will be an initial 3-week training programme from the 2nd May, where you will be prepared to take calls from customers about water queries. There is a key focus on resolving issues with a positive outcome, ensuring a helpful and accurate service is being provided.

The hours during the training period will be 9-5 Monday to Thursday and 9-4.30 on Friday

Please note: once training has completed, you will be moved onto a shift pattern which will be on an 8 week rotation between the hours of 06:30 and 22:00, and will include working weekends.

Key Accountabilities

• Deliver customer service of the highest possible standard on every call.

• Make and respond to written and verbal queries.

• Help the customer to identify the most appropriate resolution to their query at first point of contact.

• Negotiate with customers to agree payment including the setting up of payment plans.

• Update customer records accurately.

• Liaise with other teams to deliver outstanding customer service.

• Work within and support other members of the team.

• Work to various performance targets including customer satisfaction, productivity, and accuracy.

• Take accountability and ownership to resolve customer queries.

• Apply Safer, Better, Faster principals to support customer service improvement.

• The Customer Operations Service centre (COSC) operates 365 days per year and handles 400,000+ calls a year. Operate within our customer shift pattern between 6:30am and 10:00pm across 365 days a year which could include bank holidays.

Experience:

• Track record of delivering great customer service, sometimes in difficult circumstances.

• Experience of working and supporting others in a team environment.

• Experience of handling queries over the phone, letter and by email (inbound and outbound) in an efficient manner.

• Experience of excellent verbal and written communication with people at all levels effectively.

• Experience of working to targets.

• Experience in organising and prioritising workloads.

• IT skills – able to use MS Word and Excel in a working environment.

• Experience of working in a Contact Centre.

• Experience of working in difficult or demanding customer facing environments.

Capabilities:

• Passionate about, and motivated to, delivering a world class customer experience.

• A positive and empathetic approach to resolving customer queries.

• Demonstrate self-control and react positively when working in difficult situations and under pressure.

• Demonstrate attention to detail, able to spot inaccurate information and inconsistencies.

• Identifies issues, generates workable solutions, and makes rational judgements.

• Able to make rational and empowered decisions.

• Ability to listen effectively and gathers all relevant information by questioning, probing, empathising.

• ‘Right first time’ attitude – focusing on quality of work.

• Able to use initiative and creativity to achieve the best outcome for our customers.

• The ability to work well in a team, sharing knowledge, being supportive and team spirited.

• Able to engage with customers and other teams through excellent verbal and written communication.

• Flexible and able to respond to changing business needs.

• Builds rapport and establishes good relationships.

• Good keyboard skills, good standard of grammar and spelling.