Customer Service Advisor job in Coventry at First Utility

Customer Service Advisor

Company: First Utility

Location: Coventry UK

Date Posted:Nov 21, 2017

Job Title: Customer Service AdviserLocation: CoventryHours: Permanent, Full Time: Shift are between the hours of Mon - Sat  8am - 8.15pm. 37.5 Hours per week.We are recruiting for 15 Customer Service Adviser to join our team, starting on 15th January 2018.What the role entails...Your role will be to provide our customers with a first class, friendly and professional service. Motivated by meeting and exceeding performance targets, a ‘right first time’ approach will help you to resolve various queries, ranging from ensuring new customers have a smooth transition from their previous provider to First Utility, to assisting them with any issues relating to their account, such as billing and meter reading queries. Encouraging customers to talk through the options best suited to their needs, we aim to retain their custom by sharing our knowledge.The role day to dayConsistently demonstrating excellent customer service, through effective inbound/outbound call handling and query resolutionSharing your knowledge and skills to handle customer queries and provide clear explanations and solutionsKeeping up-to-date and accurate records of customer contact to ensure commitment to any follow up required and smooth liaison with internal departments for timely resolutionsAdditional administration related to customer contactsWhere issues take time to resolve, taking ownership of the issue and contacting the customer as needed to ensure they stay informed about progress in order to actively prevent issues being escalated furtherWorking in a positive and cooperative manner with colleagues in other Departments and Teams to solve customer issues and champion the needs of the customerEnsuring customers are comfortable and have a full understanding of the various processes which can feel complex and uncertain for them, such as joining from another supplierMaking outbound contact with customers to proactively notify them of issues that may affect their account, before the customer becomes aware of the issue, in order to ensure a solution is in progress/achieved before the customer needs to call in to notify us of the issue themselvesResponsible for consistently meeting or exceeding personal quality and service targets and KPIsAs you build your skills and knowledge, support colleagues with complex enquiries and suggest improvements to processes, systems etc.Taking ownership for driving your own performance forward. Ensuring that you have a clear personal development plan in place with your manager and taking advantage of regular coaching sessions to improve personal results and your service to our customersDemonstrating your ability to work effectively as part of a Team, showing respect for others’ opinions alongside evidencing that you can positively influence your fellow Team members to take on new ideas, changes and best practicesA few things you'll needExcellent communication skills – both verbal and written – enabling you to build strong rapport with our customersAbility to employ appropriate listening and questioning techniques to identify our customers’ needs and handle customer queries with speed and efficiencyConfidence to manage own workload and any issues professionally and calmlyComfortable working in a target driven environmentBe a fast learner, PC-literate and able to demonstrate excellent attention to detail, along with comfort with numerical calculations (required for manual bill calculations)What you'll get in returnAs well as a rewarding career, development opportunities and competitive salary, you’ll also enjoy 25 days holiday (plus Bank Holidays), pension, option to purchase childcare vouchers, and become eligible for our staff energy tariff along with other great ad-hoc offers.We believe in putting energy into looking after our teams, so you’ll benefit from BUPA Private Healthcare, cycle to work scheme, a great working environment with relaxation areas to recharge your batteries and free soft drinks available all day.  We also have “Fruity Friday” where fresh fruit is available every week for all employees View full job description
JobCentre Plus 1 year ago
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Customer Service Advisor jobs in Coventry

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