Customer Care Advisor

Job Title: Customer Care Advisor

Location:  Parc Nantgarw, Cardiff

Salary:  £16,500


Benefits:

 
  • 25 days annual leave (plus bank holidays) which increases with length of service

  • Company Pension Scheme

  • Healthcare scheme

  • Life Assurance (3x Basic Salary)


Role Purpose:​

 

To ensure that our customers are engaged with the accreditation process and a value add service is provided to customers, ensuring membership benefits are fully utilised and all upsell opportunities are maximised.


Role Responsibilities:

 
  • Ensure a value add service is provided by the customer care team to all subscription members including outbound calling to drive membership benefit utilisation

  • Identify any upsell product opportunities and take the required payments

  • Deal with all in bound queries via call, e-mail, web chat in accordance with defined SLAs

  • Conduct outbound calls in accordance with defined SLAs

  • Provide support and assistance to customers to ensure they achieve accreditation as and where necessary, including identifying the right department to assist with queries

  • Provide support and assistance to the wider team to ensure the customer requirements are met and exceeded at all times e.g. providing the relevant information to contractors / other team members.

  • Work well within the team and be happy to assist others when required

  • Building relationships with our customers by truly listening to their needs – and supporting them with the products and services that are right for them

  • General administration to ensure the customer requirements are fulfilled e.g. actively working email inboxes as required, updating contractor details

  • Meet upsell targets as per department outlined requirements

  • Excellent problem-solving skills - identifies and resolves problems in a timely manner


Required Experience:

 
  • Good knowledge and passion for Customer Service

  • Worked within an inbound / outbound call centre in customer service environment

  • Experience of identification of upsell opportunities in call centre environment

  • Providing help and advice to customers using the organisation's products or services

  • Developed prioritisation and delivery skills

  • Ability to consistently work to a high-quality standard.

  • Ability to work on own initiative with minimal supervision.

  • Ability to involve the right people at the right time

  • Ability to work to deadlines

  • Able to remain calm under pressure and deliver results

     


Personal characteristics:

 
  • A passion for service and driving value for the customer and the organisation

  • Great professional attitude and the drive to be successful

  • Team player, willing to help others

  • Open to change

  • Strong continuous improvement ethic

  • Excellent listening and communication skills.

  • Be positive and agile, learning new skills along the way

  • Driven

  • Articulate and confident telephone manner



What next?

Please email your CV to euiain.herring@alcumusgroup.com

We look forward to hearing from you!