Customer Service Advisor

Morson Talent
9.58 GBP Annual
10 Jun 2021
17 Jun 2021
Contract Type
Full Time

Customer Service Advisor; Preston; 12-month contract; GBP9.58 ph.

We are currently recruiting for a number of customer service positions with our client BAE Systems, based at the Preston site. Working within a shared service environment Employee Service Centre Advisors are responsible for multi-channel (telephone, email and live chat) interaction with BAE employees. This role sits in our clients inbound Contact Centre providing advice to employees in BAE Systems around their Time & Attendance such as processing absence and overtime to investigating pay queries and shift payments. Excellent customer service is a key element to this role.
Please note that this role involves working Monday - Friday 37 Hours 2 Shift Patterns: Monday - Thursday 08:15am-5:15pm Friday - 08:15am-1pm Monday - Thursday 08:15am-4:30pm Friday - 08:15am-4pm
Key responsibilities and accountabilities
Responsible for handling incoming calls and responding to emails from BAE Systems employees with Time & Attendance queries, aiming to resolve at first contact
Ensure all information taken from calls is accurately logged on the system
Take ownership and responsibility, from initial contact through to resolution
Build and develop effective relationships with colleague groups within Shared Services and wider external BAE business
Ensure operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines
Support and contribute to the continuous improvement and implementation of new processes
Manage and achieve all personal performance standards, internal & external SLAs and quality measures.
Provide training and support to other team members for your area of expertise to increase knowledge levels and help create a multi-skilled team
Act as an ambassador for Shared Services and display desirable behaviours
Skills & Knowledge required
The ability to explain things clearly and understand customers individual needs
Confident using IT systems, and the ability to learn new systems and processes quickly
Excellent interpersonal, teamwork, customer service and communication skills
Self-motivated, enthusiastic with a positive attitude
Ability to work in a fast-paced multi-skilled environment
Prepared to work flexibly to support the team and department
A high level of accuracy when dealing with high volumes of work
Minimum 5 GCSE's grade A-C including English
Personal credibility and professional confidence
Knowledge of the Open Options application or other time and attendance systems
Contact centre experience
Experience of continuous improvement
Relationship building and influencing skills
Ambition to progress and build a long-term career

Morson is acting as an employment business in relation to this vacancy

Customer Service; contract centre; inbound calls; outbound calls; Administration; filing; e-filing; GDPR; secretarial; data entry; data input; Excel; Word; Outlook; Access; MS Office; booking system; business support; database management; diary management; minute taking; document control