Customer Solutions Advisor

Discipline: Business Services & Contact Centre
Job type: Permanent
Contact name: Tony Davison

Contact email:
Job ref: 133828
Published: about 1 year ago
Expiry date: 13 Jun 2023 00:59

Customer Solutions Advisors – Newcastle upon Tyne - Perm

Permanent: Salary £20,500 per annum + Bonus + Benefits

Working Hours Monday to Friday 8am-8pm Saturday / Sunday 8am - 5pm Shift Rota Basis 36 hours per week.

Hybrid option after probation:

Change Recruitment is recruiting for talented Customer Solutions Advisors to join our Financial Services client in Newcastle upon Tyne.

There are excellent opportunities for individuals with exceptional Customer Service skills to join a well renowned organisation on a permanent contract.

Working in our client’s modern offices & benefiting from a positive working team environment with in-house learning & development opportunities

An extensive training programme is offered by our client with the support & tools required to be successful.

Role & Responsibilities:

Interact with customers to provide information in response to inquiries about products and services for our client’s customers and to handle and resolve complaints.

You will be supporting our clients’ customers through their Banking & Insurance needs, ensuring the highest standards of customer service.

  • Receiving inbound calls & assisting callers, or those making enquiries by email or mail with requests for information, directing more complex matters to colleagues as necessary

  • Interview the customer, following a multi-level sales script, to clarify the customer's requirements.

  • Dealing with general queries linked to claims to update and provide solutions to our customers where required.

  • Develop and maintain excellent skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

  • Record and process customer queries and follow predefined protocol based on how the query came through (e.g., by email, telephone, social media).

  • Provide basic product/service information and respond to basic customer questions about the product/service.

  • Make calls (by telephone or in person) to allocated potential customers to establish contact and build rapport.

  • Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions.

  • Resolving Customer Issues: Respond to basic customer issues such as returns and escalate issues appropriately.

What you will need to have:

  • Customer Service experience is required for these roles.

  • The ability and experience to make decisions based on information presented.

  • The passion to deliver excellent customer experience & find the best outcome for our customers.

  • Excellent range of PC skills

  • Excellent listening skills & a focus for helping people with empathy.

  • Exceptional written and verbal communication skills

  • Ability to work at part of a team as well as on your own initiative.

You must be able to pass a full disclosure compliance check to be considered for these roles.

If your skills match the criteria above & you are keen to be considered, please submit your CV to Tony Davison at Change Recruitment for due consideration.

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