Customer Service Adviser

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Job description

Have you got experience in a Customer Service focused role within the Contact Centre, Retail, Care or Hospitality industry and looking for a new, exciting challenge? If so, read on...

An excellent opportunity has arisen to expand our team and recruit several Customer Service Advisor's to support on of SSCL's government client.

The role will be answering incoming calls, responding to emails and Live Chat queries, being the first point of contact for customers to resolve these queries quickly and effectively.

This role is working Monday to Sunday full time with shift times between the hours of 8:00pm-8:00am (Overnight)

What you will be doing:

Answer incoming calls and communicate with customers through a wide variety of digital communication methods within the time specified by the agreed service levels.
Managing/maintaining customer relationships/expectations at all levels and ensuring that our customers are informed with accurate and reliable information
Identifying and escalating any concerns that could lead to wide scale customer impact and liaise with internal colleagues across other departments to find appropriate solutions for the end customer
Maintaining effective relationships with our regional providers through consistent communication whether verbal or written
Working effectively as a team to provide a first-class service to the end customer.
Working with the wider Contact Centre team to ensure an approach that supports a positive working environment and culture
Thorough effective questioning, to obtain a clear understanding of the calls being received and accurately entering all information into the system to support our regional teams with their drive for a first-time fix
Providing a single point of contact for all reactive repair related enquiries

What you'll bring:

Proven customer service experience
Excellent listening, verbal and written communication skills
Articulate & able to develop good working relationships with colleagues & clients
Able to use initiative & exercise sound judgement.
Good Microsoft IT and computer skills It would be great if you did have:
Previous experience working in a Customer Service environment
Resilience and the ability to deal with challenging customers and situations
Strong listening and empathy skills

Full time, Permanent with shifts between Monday to Sunday 20:00pm-08:00am (Overnight)
Location Liverpool
Security Clearance Level SC
Internal Recruiter Rosie
Salary £25,000 per annum
Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund

Loved reading about this job and want to know more about our company?
The company was established as a joint venture between the Cabinet Office and Sopra Steria Ltd, in 2013 as part of the Government's Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool; Newcastle; Newport; and York.
As a trading name of Shared Services Connected Ltd, SSCL has established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance service levels across government and public sector.
Our clients include a number of government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction Industry Training Board.