Customer Support Advisor

Role Overview & Responsibilities

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 regular customers
• Playing an active role in customer retention, using knowledge of the business processes to offer suitable rewards and incentives
• Maintain thorough and accurate customer service records
• Keep confidential records and financial information private and secure
• Learn how to use database systems and technology to deliver great customer care
• Address customer questions about new products, services and promotions to other brands
• Work with the team manager to maintain best practices and give feedback to help improve customer service culture, response time and tools to improve staff experience

The successful candidate will possess

• An engaging personality, someone who will naturally gain rapport with their varied customer base
• Excellent interpersonal skills and active listening skills
• Clear communication skills and a strong command of the English language
• Strong attention to detail
• Ability to work well in a team
• Multitasking skills and good organisational skills
• Ability to work calm under high-stress situations
• A minimum of 1 years’ experience working within a Customer Service capacity

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 Everymind at Work and Spill, providing you with the access to a therapist service and numerous mental health tools to ensure healthy wellbeing at work
• Bippit - Your own individual Financial Advisor
• Lastly free car parking and an easy commute to the office either via car or public transport

What next?

Chosen applicants will be invited to complete an assessment prior to attending an interview.

Job Type: Full-time

Salary: £25,185 basic pay per year with double bank holiday and OTE bonus at £4800 per year

Job Type: Full-time

Salary: £25,185.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Financial planning services
• Free parking
• On-site parking
• Private dental insurance
• Referral programme
• Sick pay
• Wellness programme

Schedule:

• 12 hour shift
• Night shift

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person