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Senior Customer Advisor - Darlington

Customer Services
Ref: 383 Date Posted: Monday 14 Jan 2019
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Senior Customer Advisor


Salary: Grade 2/Step 2 - £ 17,730 per annum. For candidates currently earning a salary in excess of Grade 2/Step 2, should you be successful your salary will move up one step on the Grade 2 pay scale

Permanent (Various shift patterns available between Monday to Friday 8am – 8pm and also weekend shifts. Shift allowance dependant on shift pattern)

We’ll accept applications up to Friday 25th January 2019.  Interviews are planned for w/c 4th and 11th of February 2019


What’s the job?

We have a brand new, exciting opportunity to join our Darlington Contact Centre as a Customer Service Senior Advisor.  This will be a varied and rewarding role.

Within Customer Services we answer incoming telephone calls, providing information and guidance to customers applying for student finance.

You will answer incoming telephone calls on all skills for a minimum of 50% of your time providing accurate information and advice to customers, whilst maintaining subject matter expert knowledge. Also providing support to the contact centre by covering Team Manager Absence (holidays, flexi etc) and assisting with Team Manager Duties as appropriate. In addition to this you will provide up skilling/refresher training to relevant teams or groups of people within customer services. The role also involves assisting with complex enquiries, complaint calls, and escalation rota cover.

We are looking for people who have a passion for customer service and a drive for continuous improvement using trends and analysis to improve customer service.    


How do I apply?

It is essential you have detailed knowledge of all products relating to A2P customers with proven record of excellent results in quality and Right First Time call handling. You will have excellent coaching skills, may have completed C3 training or willingness to do so. The role requires the ability to forge strong working relationships with people at all levels and to be confident in providing options and feedback to others. You must have telephone customer service experience within a customer focussed business environment

Sound good? If so please apply below and a member of our dedicated Recruitment Team will be in touch!


Please Note: Please check the company Reward, Secondment and Attendance policies to make sure you are eligible to apply for this role. 




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