Senior Customer Service Advisor ( 6 month FTC)
Birmingham Business Park
Mon - Fri 08.30am - 17.30pm
£29971.8 per annum
Purpose of the role:
The role of Senior Customer Service Advisor is to proactively manage customer account contact regarding in flight issues and communication through relationship and inbox management.
Reports to: Customer Service Supervisor
Stakeholders: All BCA employees, Account Holders, Customers
Responsibilities
- Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand
- Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
- To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers and Customer Service Supervisors
- Managing communication of in-flight issues with customers and proactively working with driver operations team to resolve them
- Act as a point of escalation for dissatisfaction relating to designated accounts
- Management of designated account inboxes to ensure timely response and resolution of issues
- Understanding of customer SLA’s and proactively takes steps to achieve them
- Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries
- Arranging and conducting meetings with designated accounts, delivering presentations
- Inbound and outbound Customer Calls
- Provide support and mentoring to Customer Advisors
- Provide day to day support to Customer Service Supervisors
- Deputise for Customer Service Supervisor in their absence
Skills & Experience
- A problem solver who adopts a solutions-based approach
- A positive, forward thinking, and innovative approach
- Strongly Customer Service focused with a high standard of customer service ethics
- Well organised and disciplined to manage workloads and priorities to achieve deadlines
- An excellent communicator with strong communication skills verbally and in writing
- A strong team player
- Highly motivated and energetic
- Experience of managing Customer Relationships
- Experience in meeting strict deadlines
- Dynamic approach to complex situations
- Experience producing reports for different audiences
- IT Literate & fast adapting to different packages
- 3 years Customer Service Experience in a contact centre environment
