Job Overview

Apply now Do you want to work for a company that provides great benefits and advancement opportunities?OVERALL ROLE PURPOSEProvide the highest level of customer service to our customers across all brands. As the first point of contact on a day-to-day basis, the role involves ensuring that all customer requirements are met in an effective and efficient way, within set SLAs and line with corporate and client policies. KEY ACCOUNTABILITIESEnsure the highest level of customer service in relation to:*Responses to customer calls, emails and other requests striving to deliver a first time resolution*Co-ordination of incoming customer cases where first time resolution is not possible, engaging with other teams and monitoring and progressing actions as appropriate*Liaison with colleagues and suppliers to progress customer cases & requests*Accurate quotations being provided to customers*Correct and relevant advice given to customers*Accurate processing of orders and daily management of status reports*Responding and managing customer queries utilising all correct systems*Maintaining process and client guidelines in appropriate systemsContributing to the team and overall Engage Customer Services department by:*Contributing to team and department meetings*'Buying into' and contributing to any department change projects*Assisting in the training of any new team members*Following all relevant policies and procedures including client specific*Adhering to and delivering against appropriate business controls are maintained*Contributing to assigned improvement projects and initiativesRelationship Management*Build relationships and develop the trust of the customer and/or drivers*Display empathy and discretion when dealing with sensitive customer queriesReporting & Systems (including Service Level Agreements - 'SLAs')*Meet all agreed SLA's and Key Performance Indicators (KPI's).REQUIRED KNOWLEDGE & EXPERIENCE*Able to demonstrate a flexible approach when responding to the needs of the client*Able to demonstrate a client focused approach in all work activities*Able to take initiative and be proactive with all work activities*Experience of actively participating in a team environment, whilst demonstrating the capability to work independently.*Fluent in business English language - with excellent written and verbal skills*Able to demonstrate the company Service Style techniques and commitment to company values*Able to demonstrate strong organisation skills*Demonstrates a professional approach in all work activities and client dealings*Demonstrates an ability to take initiative and make decisions as required*Experience of working in a challenging and fast paced working environment*Excellent skills in Word, Excel and PowerPoint*Full understanding of relevant company products, processes and systems.REQUIRED QUALIFICATIONS*Grade 5 ~ 5 GCSE's or equivalent typically grade C or above must have at least grade C in English and MathsPlease apply now for a quick interview.Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

Key Requirements

call centre customer service administration account management contact centre