Customer Services / Customer Relations Advisor

Fareham, Hampshire, England
£17000 - £18500 per annum
06 Oct 2016
03 Nov 2016
Recruitment Genius Ltd
Contract Type
Full Time
Europe's award winning and leading provider of integrated cloud business solutions are offering an exciting opportunity for someone looking to join a busy and vibrant Customer Relations team in a fast paced environment and rapidly growing IT sector.

They are looking for someone who is customer focused, confident, with a proactive attitude who continuously seeks to improve and add value to the business. You don't need to be an IT whiz but an aptitude for IT is essential.

The role is to identify business improvements as communicated by our customers through the mediums of surveys, complaints and retention opportunities and make recommendations for improvement to retain and protect the business revenue.

Within the Customer Relations team, you will work towards increasing customer retention and customer satisfaction. You will do this by actively retaining, implementing and reporting on the provision of proactive and reactive strategies and accurate administration of information and reports.

Primary Role Accountabilities

1. Accountable for delivering a high standard of non-technical support and effective incident management to maintain customer service levels and expectations by promptly and professionally responding to non-technical enquiries within our SLA and business KPI's

2. Manage complaint escalations to resolution. Deliver accurate business reports identifying any trends and offering mitigation/resolution/recommendation to resolve.

3. Manage the customer metrics and surveys to ensure they are delivered on time and fulfil the survey requirements.

4. Drive the customer opinion and voice internally ensuring key issues, trends and endorsements are thoroughly understood within the business and at all levels; are appropriately represented within the right forums, media and public information.

5. Create/approve/template content for operational customer communications and quality control the communications from the team. Identify, recommend and implement process improvements.

Qualifications, Experience, Knowledge and Skills

- NVQ Level 3 or equivalent experience
- GCSE Maths and English, grade A to C (or equivalent)
- Competent PC user with good knowledge of Microsoft based solutions and the internet
- At least 1 years' experience in an escalated customer relations role
- Able to demonstrate excellent written and verbal communication skills
- Able to demonstrate excellent organisational and time management skills
- Able to negotiate acceptable outcomes with customer
- Develop internal and external customer relations
- Able to demonstrate data analysis which has subsequently driven positive improvements

As well as a competitive salary, you will also be eligible for a pension and other flexible benefits.

Keywords: Customer Relations Advisor, Customer Service Advisor, Customer Service Executive

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