About the role:The Multichannel Engagement Team Advisor is a newly created role designed to elevate our customer experience across a variety of contact channels, including inbound and outbound phone, email, webchat, and more.
Key Goals & Objectives:
- Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
- Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
- Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
- Collaborate effectively with internal teams to solve complex issues and share knowledge.
- Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
- Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.
Skills, Knowledge & Expertise:
- Experience in a customer-facing role, ideally across more than one contact channel.
- Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
- Ability to multitask and manage multiple platforms and contact types simultaneously.
- Strong problem-solving mindset with a focus on getting it right first time.
- Empathetic, resilient and calm under pressure.
- Tech-savvy and comfortable learning new systems and tools.
- A collaborative team player with a positive influence on team culture.
Nice to Have (but Not Essential):
- Experience working in a multichannel or contact centre environment.
- Knowledge of CRM or customer case management systems.
Job Types: Full-time, Permanent
Pay: £26,250.00 per year
Work Location: In person
