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Ofcom
,
Warrington, Cheshire
Customer Service Advisor
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Job Type: Full-time |
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Salary: £18,000 per annum |
Overview
Customer Service Advisor Warrington, Cheshire £18,000 per annum Team Overview The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003. Purpose of the Role The CCT’s primary purposes is to collate complaints information on telecoms, broadcasting and postal issues and provide consumers with advice regarding potential resolution avenues available to them. We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice. Requirements of the Role - Act as a first point of contact for consumers via the phone - Act as a point of contact for Ofcom’s switchboard, answering incoming calls, providing information, transferring calls and/or taking messages as necessary - providing a best-in-class customer experience - Quickly assess the relevance and nature of each contact and deal with it as appropriate - Accurately record customer information and complaint case records that feed into wider business reports - Meet and exceed business KPIs - Provide excellent customer service to citizens and consumers for complaints and enquires relating to telecoms, broadcast and postal issues - Complete any other ad-hoc requests that are in line with your skill and capability Skills, knowledge and experience - Phone based customer service experience - Effective conflict resolution skills and experience of handling consumer complaints and enquiries - Attention to detail - experience of complaint categorisation and writing concise case notes - Must be comfortable working towards challenging quality targets - The ability to build and expand on sector knowledge - Team player - strong interpersonal and communication skills within a small team - Flexibility and ability to act on your own initiative - An understanding of the communications sector - Experience of using Salesforce Competences - Communication - Relationship management To apply for the role of Customer Service Advisor, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. Other organisations may call this role Customer Service Executive, Customer Services Representative, Customer Care Advisor, Client Services Advisor, or Consumer Contact Team Representative.