Customer Service Advisor

Ref No. BHN517127
Location Fareham, England
Job type Permanent
Job Status Closed
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I am currently looking to recruit for a number of customer service advisor to join a retail chain in their corporate offices. This role is a permanent position, based in the Whiteley area.


Call based customer service experience

The Job

Location: Whiteley, Fareham

Hours: Monday to Friday 37.5 hrs

Salary: £20,000- £23,000 (depending on experience)

The role of the customer service advisor will include:

  • Managing incoming Partner, Manager or colleague correspondence (phone, email) and meeting the required service level agreements
  • Accountable for providing a first-time resolution or escalation to the self service hub or triage to Subject Matter Expert
  • Accountable for delivering an excellent people experience to all stakeholders complying with the expected quality standards relating to service and behaviour
  • Maintaining an expert level of understanding of Success Factors and HR processes and self service people related documentation
  • Supporting the People Services Manager to maintain and deliver a great service and identifying ways to improve service at every opportunity
  • Building collaborative relationships with Partners, Managers and colleagues
  • Use judgement to provide accurate support aligned to company policies and procedures to resolve Tier 1 queries
  • Escalate any recurring themes and patterns in contacts to Team Leader to ensure appropriate resolution can be put in place
  • Translate queries and contacts from a variety of different users into tickets which can be resolved by Tier 2 and 3 support teams (Payroll. ER, HR Admin, Technology and FCR)
  • Manage expectations of users aligned to pre-agreed SLA's to ensure they understand response times
  • Keep up to date with trading information to ensure understanding of current business activity and any impacts this may have on key People related processes

The successful customer service advisor will require:

  • Excellent customer service skills
  • Previous experience of working is a call based customer service role
  • Confident written and verbal communication skills
  • Excellent listening skills and able to ask probing questions to fully understand queries
  • Excellent attention to detail and high level of accuracy

Please be aware this role will be based in the office.

You can not apply for this job as its status is Closed.
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Maddy Smith
manages this role


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