Customer Service Executive

Customer Service Executive  
Impact Ltd – About us

Impact Ltd is a professional outsourced contact centre providing a wide range of services to clients including Business to Business (B2B) and Business to Consumer (B2C) solutions employing over 200 staff in modern offices in Romsey. We have a diverse range of clients who provide different services and products to their customers both in the UK and worldwide.  

Due to continued success and growth, we are now looking to expand our Romsey based team through the recruitment of a number of Customer Service Executives.

What will I be responsible for?

Joining our team as a Customer Service Executive, you will provide advice and help to customers on a range of different consumer products via inbound phone calls to the customer service team and make call back calls to customer as required. You will also be responsible for:       

• Liaise with courier services in respect to customer delivers          
• Manage complex customer complaints with excellent customer care
• Process refunds and payment queries in line with client policies and procedures
• Respond to customer emails and letters with accurate, relevant and complete information
• Consistently exceed customer expectations by delivering a world class customer service experience by taking ownership and being proactive to resolve customer issues
• Buddy training with new members of the team and assisting the inbound sales team as business requires   

As our ideal Customer Service Executive:

• A passion for delivering excellent customer care and service
• Excellent telephone manner with the ability to deal with customer queries quickly and efficiently
• Ability to make a difference to the customer, delivering high levels of service with minimal supervision
• Work as part of a team, support colleagues and promote a positive team spirit    
• Approachable, friendly, positive, polite and tactful
• Good IT skills including use of e-mail and Microsoft products   
• Ability to think through complex problems and arrive at workable solutions
• Experience in complaint handling to ensure customer satisfaction   
• Excellent people skills to help coach and mentor other staff

Development:

• Full support and ongoing training from our coaching and training teams     
• NVQ’s and progression available in a growing and well established company

Hours:  

• Full time 40 Hours - 5 days over 7 days - hours to be discussed in advance which will include working weekends and 1 shift working to around 21:00.   

Benefits:  

• Salary £16,515 per annum (£7:94) - plus call quality allowance
• Fast promotion available based on performance to £17,680 (£8:50)    
• Extensive on-going training with full commitment to personal development and NVQ qualifications
• Career progression and extensive on-going training and development including NVQ qualifications available   
• 29 days holiday accruing to 33 days based on service including bank holidays  
• Company Pension scheme after qualifying period 
• Free on-site parking or short walk from train station on mainline services 
• Subsidised lunch/refreshments with free tea and coffee 
• Staff discount on products
• Modern offices using the latest technologies
• Subsidised gym membership
• Subsidised staff entertainment throughout the year

If you feel you have the skills and experience required to excel in the role of Customer Service Executive, we want to hear from you. Please click APPLY below to register your interest!


 


No terminology in the advert you have seen is intended to discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we will gladly accept applications from all sections of the community.