Customer Support Advisor – Supplier Support
Job title: Customer Support Advisor - Supplier Support
Location: Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH
Reporting to: Team Leader
Job summary:
To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.
Key responsibilities
- Build a rapport and strong relationship with customers by advice and support throughout the onboarding process
- Make 40-50 outbounds calls per day to supplier customers to explain the benefits of the scheme; to help them with their registration for the first time; to assist with renewal of their annual subscription
- Accurately log and maintain records of customer contact, activity and outcomes on our CRM system
- Provide accurate and clear information to supplier customers, explaining the benefits and processes involved to complete an online questionnaire required by our buyer customers
- First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status
- Speaking with customers with regard to payment of their subscription fee as a new or renewing customer
- Actively participate in team meetings to share and exchange information
- Work consistently to ensure personal targets relating to call rates are consistently met and exceeded
General
- Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achieved
- Be pro-active at all times and ‘go the extra mile’ to uphold a first class customer experience
Key requirements
Knowledge and experience
- Previous experience in a customer service environment
- Working knowledge of data management and data analysis
- Demonstrable experience of process improvement
- Proven track record of working to deadlines and targets
- Customer contact through inbound and high volume of outbound calls
- Ability to adapt to the needs of a growing business
- Phone experience
Qualifications and skills
- Education to degree level (or equivalent)
- Highest accuracy and attention to detail
- Strong organisational skills
- Detailed working knowledge of Excel to Intermediate or Advanced level
- Good knowledge of other MS Office applications
- Articulate with a confident telephone manner
- Strong communicator with good interpersonal skills
- Commitment to provide excellent customer service at all times
- Flexible in approach
Salary and remuneration
This post will attract a competitive salary and our benefits include:
- Hybrid Working (2 days in the office, 3 days remote)
- 25 days holiday per annum plus bank holidays
- Contributory pension scheme
- Paid compassionate leave
- Free car parking
- Flexi Friday scheme
- Refer a Friend scheme (applicable to some posts)
- Varied programme of social events
Further information
The Operations team deliver our core business to the highest quality and through first class customer service. All postholders should be computer literate with a good working knowledge of MS Office especially Excel. Extensive training will be given on specific applications.
The postholder will be required to work Monday to Friday, 37.5 hours per week.
There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational roles or a role in account management.
The Company’s policy on blended working currently requires the postholder to work a minimum of 2 days per week in the office and this policy may be reviewed from time to time.
The Company
Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR.
Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 90 employees and establishing offices across the UK, The Netherlands, Spain, and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.
At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele. To delve deeper into Hellios' core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.
Job Types: Full-time, Permanent
Pay: £26,250.00-£27,000.00 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home
Ability to commute/relocate:
- Oxford OX2 9PH: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Location:
- Oxford OX2 9PH (preferred)
Work Location: Hybrid remote in Oxford OX2 9PH
