Senior Customer Service Advisor THTS75367

Permanent, x 2 Full Time & x 1 Part Time (2.5 days – 0.5 Wednesday, Thursday & Friday)

Three brand new job opportunities have arisen in the Trust’s Customer Hub, which is an integral part of the Trust’s day to day interactions with our customers through a range of channels.  This role is key in ensuring that the Trust offers great customer service through the Customer Hub.

The successful candidates will spend 30% of their time each day carrying out the senior duties associated with the job role.  These duties include:

• Guiding and directing the day to day activities of the Customer Service Team to meet customer demand and ensuring that that all customer enquiries are dealt with at all times
• Supporting and coaching (not managing) the Customer Support Advisors
• Listening and scoring colleague calls, coaching team members as to how to provide a better customer experience and hold training sessions in order to ensure that colleagues are up to date with their skills and knowledge.
• Liaising with the wider business to resolve complex customer queries.
• Liaising closely with management to deliver exceptional service for customers

In addition, the Senior Customer Service Advisors will be expected to spend 70% of their time carrying out Customer Service Advisor duties, which involves answering calls, responding to customers face to face and replying to emails.

Post holders will be expected to work on a rota which is currently across 3 shifts of 8am-4pm, 9am-5pm, 10am-6pm, rotating from week to week.

We’re looking for applicants with the following skills:

• A relentless pursuit of a fantastic customer experience
• Customer service experience
• Data and analysis skills
• Trend identification
• Performance driven
• Experience of coaching colleagues
• Flexible and adaptable
• Problem solver
• Confident in dealing with all customer queries
• Confident in communicating at all levels
• Not afraid to speak out in the customer interest

More about the Trust

The Trust is committed to recruiting a diverse workforce and we aim to ensure that we are an accessible and inclusive workplace for all.

The Trust has a flexible working approach to ensure that staff can achieve an excellent work-life balance.

Deadline for applications: 12pm, 11^th January 2018

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.