Customer Service Advisor

Droitwich

£25,0000

Full Time, permanent

Four Squared Recruitment is working on behalf of a client looking for a skilled Customer Service Advisor. In this role, you will be responsible for managing claims and delivering exceptional service to customers and clients, consistently exceeding expectations. You will play a crucial role in supporting the client’s team and upholding a culture of excellence.

Key Accountabilities / Activities:

• Collaborate with team members and management professionally, fostering effective teamwork and upholding high standards of behaviour.
• Assist with processing both new and existing instructions.
• Ensure daily tasks are completed within the specified timeframes, as outlined by the Team Leader, including first calls, and managing boards for tonight/arrivals/departures.
• Consistently review and update your Weekly Board.
• Regularly monitor emails and team folder, ensuring emails are color-coded, allocated, and filed appropriately to meet service level agreements (SLAs).
• Focus on delivering efficient accommodation services, offering the right solutions at the right time within SLAs.

General Duties:

• Continuously enhance personal performance and the customer experience by participating in regular call coaching, training sessions, and sharing best practices.
• Stay fully informed and competent in all accommodation solutions and departmental processes, seeking support in any areas requiring development.
• Provide flexibility with out-of-hours phone coverage as needed.
• Assist with covering holidays and sickness wherever possible.
• Strive to achieve or exceed individual key performance indicators (KPIs) and support others in reaching theirs.

Flexibility:

Due to the nature of the client’s business, some flexibility is required. You may be asked to perform tasks not specific to your role when there is a business need.

Attainments/Competencies:

Essential:

• Customer-focused, attention to detail, strong written and verbal communication at all levels, computer literate, good relationship builder, effective time management, flexible approach.

Desirable:

• Motivational skills, sales & negotiation experience, good commercial awareness.

Previous Experience:

Essential:

• At least one year’s experience in a customer service role.

Experience Required:

Essential:

• Ability to work on own initiative and meet tight deadlines, possess excellent communication skills, ability to adhere to company policies and practices.

Special Aptitudes:

Essential:

• Enthusiastic self-starter, willingness to learn, well-organized, positive ‘can-do’ attitude.

For more information please contact Harriet Ali at Four Squared Recruitment