Senior Customer Service Advisor

Senior Customer Service Advisor

£34,000 – £35,000 + Great benefits

London – London Bridge/Cannon Street/Monument)

As a Senior Customer Service Advisor, you will be acting as Supervisor for a dedicated small team of two customer service representatives leading by example. This would be a great role for someone looking to start a career within Team Leadership/Management. Acting as first point of contact for our members, taking inbound calls, and making outbound calls. Maximizing every customer interaction, generating, and retaining business as you go.

You will manage customers queries using all the means, systems and procedures put at your disposal to find the best possible solution for customers. Managing incoming and outgoing contacts via phone, emails, letters, chat, instant messaging, social media… to ensure full customer satisfaction always.

Your areas of responsibilities:

• Handling customer enquiries, listening to customers to service their needs, through a thorough discovery of the customer requirements showing empathy
• Reassuring customers and adapting communication per the correspondent’s profile
• Gathering and summarising information to complete the customer file and qualify call
• Investigating non-conforming processes to resolve complaints and reduce future errors
• Responding to general enquiries and feedback through our website and via review platforms including Trust Pilot and Google reviews
• The ability to handle multiple and varied tasks
• Provide sickness and leave cover for the Safer Gambling Officer with tasks such as the monitoring of high-risk players
• Those with contact centre experience, managing high volumes of calls and chats. 60-65 chats per day, similar number in call volumes
• Approachable, polite, courteous, supportive and respectful to colleagues
• Highly organised with excellent time management skills
• Knowledge of 8×8, live chat, Microsoft Word and Excel are a plus
• Ability to build a rapport with customers and colleagues across the business and its brands
• Providing management reports, insights and KPIs
• Working with other parts of the business, including IT & Ops and marketing, to help resolve and support customer interactions, optimising customer services

Essential:

• Excellent written and verbal communication skills
• Organised, methodical, with high attention to detail
• Excellent planning and time management skills
• A background in customer services, customer experience or complex service support is desirable
• Good IT skills, able to use multiple systems and processes while dealing with complex customer issues
• Team player

Benefits:

• Amazing offices in central London location with great links
• 25 days holiday + Bank Holidays
• Gym membership
• Season Ticket Loan
• Private Medical Insurance
• Pension (currently at statutory contributions)