Part-Time Customer Service Advisor - Selkirk

Part-Time Customer Service Advisor

Location: Selkirk
Salary: £7.68ph + Benefits. Paid fortnightly.
Employment Status: Permanent, Part-Time

Hours of work / Shifts available:
Option 1 - Saturday 16.00 – 20.00 / Sunday 14.00 – 18.00 / Monday 08.00 – 12.00 / Tuesday 08.00 – 12.00
Option 2 – Saturday 08.00 – 12.00 / Sunday 09.00 – 14.00 / Monday 16.00 – 20.00 / Tuesday 08.00 – 12.00

Training: Start 13th February 2017 (must able to commit to 3 weeks of fulltime training Monday – Friday 09.00 – 17.30 and have no holidays booked)

We're seeking enthusiastic Customer Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.

Job Purpose:
As a Customer Service Advisor your role will be varied, dealing with various customer queries or complaints. This could be through different channels, i.e. handing inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls.

Critical Skills & Job Complexity:

• Experience in customer service activity
• Problem solving and complaint handling
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients

Duties and responsibilities:
• Handling queries or complaints from customers via inbound calls, email, web chat, white mail or social media forums
• Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints
• Meeting challenging targets for Quality of interaction and process follow through
• Actively contribute in team meetings and share knowledge with colleagues to maximize knowledge retention within the project.
• To ensure the best Customer service experience is given to all customers
• To achieve KPI's (Key Performance Indicators) whilst maintaining excellent quality
• To highlight trends in any customer queries or complaints
• Ensuring that all consumer contact is handled in a professional manner in line with the client's methodologies, values and principles – maximize all interactions to promote their Brand.

Knowledge/Previous Experience & Skills:
• Previous experience in a customer service role (face to face or in a contact centre) – ideal but not essential
• Excellent PC & typing skills
• Excellent written and verbal communication skills
• Able to work in a team
• Good attention to detail
• Flexible to work shifts and weekends

Please note: Throughout your training period, we do require 100% attendance, failure to comply with this requirement, may result in failure of probation

Once the training has been completed, you will go into a Graduate Bay part-time for up to 4 weeks between the hours of 09.00 – 18.00. Throughout your time in Graduate Bay, you will do live calls and be supported by experienced agents in Post Office.

All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.

Offers will be made due to satisfactory references, full credit checks and basic disclosure forms being successfully completed. We are members of CIFAS and as such, any offers of employment will be subject to vetting checks.

Keywords: Customer Service Advisor, Call Centre Advisor, Customer Services, Customer Service Assistant, Consumer Advice, Customer Service Agent, Customer Service, Inbound Call Centre, Inbound Contact Centre, Contact Centre Advisor, Contact Centre Agent, Call Centre Agent.