Customer Support Advisor

Customer Support Advisor

£23,800 + Amazing Benefits detailed below

Birmingham & Hybrid Remote

Just some of the amazing benefits…

  • 25 days of annual leave, + One wellbeing day + One volunteering day + Office closure between Christmas and New Year, providing an additional three days of paid leave.
  • 60/40 dynamic working model: Work remotely up to two days per week
  • Personal Pension Plan with Aviva. Matching your contributions up to a maximum of 9%, with the matching percentage increasing in line with your length of service.
  • Comprehensive private medical cover, Group Income Protection, Life Assurance and much more!

 

CCR is proud to be working with a leading and globally recognised institution / professional body. The role itself is based in the heart of Birmingham whilst offering remote working (two days a week) joining their Customer Support program delivering exceptional customer service by responding to customer inquiries, resolving issues, and providing accurate information across multiple communication channels.

 

Experience / Skills Required:

  • Proven experience in a customer service role, ideally within a professional or membership-based environment.
  • Excellent communication skills, with a passion for engaging with customers and resolving their enquiries.
  • Commercially aware approach, focused on delivering exceptional customer experiences.
  • Experience managing enquiries across multiple communication channels (e.g., phone, email, live chat).
  • Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
  • Commitment to adhering to quality assurance standards and procedures.
  • Ability to build and maintain strong relationships with members, the public, and stakeholders.
  • Highly organised, with the ability to prioritise tasks and meet deadlines effectively.

 

Key Responsibilities:

  • Provide timely and effective responses to member enquiries via various communication channels, ensuring compliance with key KPI’s.
  • Offer specialist advice and solutions to customer enquiries through all communication platforms, embracing new technical solutions.
  • Collaborate with the team and key stakeholders to deliver exceptional service in line with internal processes, procedures, and values.
  • Continuously develop and maintain comprehensive product knowledge to provide quality first-line responses to enquiries.
  • Accurately update and maintain customer information on internal databases to ensure the integrity of data.
  • Foster member engagement through effective relationship management strategies.
  • Ensure compliance with data protection regulations (GDPR) to maintain the confidentiality and security of financial and personal information.
  • Collaborate with teams across the organisation to resolve customer queries and provide timely and accurate responses.
  • Support the development and testing of new processes and systems, offering feedback from a customer perspective.

Expected Outcomes:

  • To exceed customer satisfaction targets by taking full ownership of all first-line enquiries through to resolution.
  • Prompt and efficient solutions for customer enquiries
  • Achieve first contact resolution for enquiries whenever possible, minimising the need for follow-up interactions.
  • Adhere to Quality Assurance procedures, ensuring service excellence and alignment with organisational standards.

 

Pension Scheme

  • Leave Entitlement: 25 days of annual leave, increasing with service (e.g. 26 days after one year) + One wellbeing day per year + One volunteering day per year + Office closure between Christmas and New Year, providing an additional three days of paid leave (or time off in lieu of business-critical roles)
  • 60/40 dynamic working model: Work remotely up to two days per week
  • Personal Pension Plan with Aviva. Matching your contributions up to a maximum of 9%, with the matching percentage increasing in line with your length of service.
  • Comprehensive private medical cover through Vitality Health, one of the leading providers in the UK. Key features include Full cover for pre-existing conditions, no excess payable, Access to the Vitality GP app for virtual consultations, Option to extend cover to family members at preferential rates, Access to Vitality Plus, offering a range of health and lifestyle rewards
  • Group Income Protection: Provides 70% of salary for up to three years if you are unable to work due to long term illness (after six months of continuous absence).
  • Life Assurance: Pays a lump sum equivalent to three times your annual salary in the event of your death while employed.
  • Health & Wellbeing: Annual eye test voucher and contribution towards prescription glasses for VDU use, Flu vaccination voucher provided annually, Access to the Employee Assistance Programme (CareFirst):
  • Additional Benefits: Cycle to Work Scheme – tax-efficient bike purchase
  • Give as you Earn Scheme – make regular or one-off donations to a charity of your choice directly from your salary tax-free.