Customer Support Advisor
Job Description
Shift Pattern: 12-hour night shift from 7pm to 7am, 4 days on, 4 days off
This is an opportunity to join a fast-growing technology, marketing and support services business with circa 80 staff based in Didsbury, South Manchester. Founded in 2004 we have grown year on year and have established ourselves as a leader in our field. We offer a relaxed working environment, a casual dress policy and the freedom to learn new skills. We are looking for a highly motivated Customer Service specialist to join the team.
Key Responsibilities and duties
- Servicing all inbound contact requests submitted by live chat, email or telephone whilst striving for first contact resolution and maximum customer advocacy.
- Creating engaging interactions and developing relationships with customers.
- Playing an active role in customer retention, using knowledge of the business processes to offer suitable rewards and incentives.
- Escalate and report any player and business impacting issues through the correct channels.
- Keep confidential records and financial information private and secure and ensure all contact is dealt with following GDPR/data protection requirements.
- Address customer questions about new products, services and promotions to other brands, engage with and effectively promote incentives to improve customer satisfaction and team morale.
- Work with the team manager to maintain best practices and implement any feedback provided to help improve customer service culture, response time and tools to improve staff/customer experience.
- Complete ad-hoc tasks when necessary.
- Utilise systems and technology to deliver great customer care.
The successful candidate will possess
- Demonstrates strong interpersonal skills with the ability to communicate effectively and respectfully with a wide range of people.
- Communicates clearly and adapts communication style, both verbal and written.
- Pays attention to detail and contributes effectively in a team environment.
- Applies organisational skills to prioritise tasks in a way that supports both individual and team needs.
- Shows commitment to fostering positive and respectful interactions with customers and colleagues.
- Uses available strategies and support to respond constructively in challenging or high-pressure situations.
We offer
- A competitive Royal London pension scheme
- Annual bonus
- A company funded Health scheme to help maintain a great work-life balance
- Great prospects for career progression and CPD opportunities
- Relaxed and friendly working environment aided by our awesome breakout room – Playstation, Nintendo switch, ping pong, bean bags……
- Two annual summer and winter parties
- Free fruit, tea, coffee and ice cream vans when the sun plays out
- Dogs, not every day, but from time to time we bring our 4 pawed pals in for cuddles
- Casual dress code
- 24 days holiday increasing with length of service
- Plenty of other benefits including Cycle to work scheme, tech scheme and staff discount scheme
- Partnership with Spill, providing you with the access to a therapist service and numerous mental health tools to ensure healthy wellbeing at work
- Lastly free car parking and an easy commute to the office either via car or public transport
Job Type: Full-time
Salary: £28,000 basic pay per year with double bank holiday pay and OTE bonus
Job Type: Full-time
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Sick pay
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: In person
