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Customer Advisor

Customer Advisor

Post OfficeEast Midlands, United Kingdom
30+ days ago
Salary
£24,617.82 yearly
Job type
  • Full-time
Job description

Customer Advisor

Salary : Starting from £24,617.82 annual

Grade : PO Grade

Contract : Full-Time

Contract Type : Permanent

Location : Future Walk, Chesterfield

Reporting to : CSC Team Leader

Division : Customer Support Centre (CSC)

Closing Date : 9th August 2024

Note on Working Arrangements :

  • Full-Time role - 35 hours per week
  • Hours usually worked across 5x shifts of 7.5 hours
  • Shifts include 30 min lunch break (unpaid) and 2x 20 min breaks (paid)
  • Current CSC opening hours are Monday to Friday 8am - 6pm, and Saturday 8am - 3.30pm
  • Shifts and rotas are subject to change, with notice, in line with contract

What to expect

Customer Advisors in the Customer Support Centre provide effective support and service to Post Office customers. As the first point of contact for customers seeking assistance through Email, Live Channels, and Social Media, the frontline team exists to deliver professional, effective help and support for all customer enquiries and complaints. Customer Advisors are focussed on delivering great experiences for customers, putting customers at the heart of everything they do.

This role brings to life the Post Office purpose of being here for those who rely on us, reaffirming Post Office as a brand which is helpful, caring, and efficient. Customer Advisors take ownership of their work, consistently meeting benchmarks for Quality, Productivity and Availability. They drive positive customer interactions, embracing their role as customer advocates and amplifying the voice of the customer to the rest of our organisation.

What we can do for you

Our people are the driving force behind our business : we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work you will also receive :

  • Automatic salary increases after year 1 and year 2!
  • 25 days annual leave, increasing with tenure
  • Generous pension contribution
  • Access to Benenden Healthcare
  • Life assurance
  • Income protection after 12 months service
  • Full support from our employee assistance programme and access to our employee benefits platform
  • Ever-evolving learning and development opportunities

    • What does good look like?

  • Deliver high-quality service and support to Post Office’s end-customers
  • Work effectively across a multi-channel environment including Email, Social Media and Chat
  • Take ownership of customer requests through to successful and positive outcomes
  • Enable analysis and insight by logging relevant information accurately and consistently
  • Communicate professionally with customers, colleagues and partners in-writing and verbally
  • Perform to a high level, achieving targets for Quality, Productivity and Availability
  • Uphold and champion best practice in line with Post Office policies and Ways of Working
  • Identify and share opportunities to improve journeys / experiences to help our customers
  • Approach change and challenge with a growth mindset
  • Maintain self-awareness, identifying own strengths and weaknesses and seeking to develop
  • Bring to life the Post Office brand offering : “We can help with that”

    • What you’ll need to succeed

  • Knowledge of Post Office business (product offering, branch network) - desirable
  • Awareness of the role Post Office plays in the communities we serve - desirable
  • Experience in a contact centre environment, providing service and support to customers – experience on Social Media is preferable
  • Exposure to CRM and telephony software (especially MS Dynamics and Puzzel) – desirable
  • Ability to manage competing priorities and successfully manage own time
  • Excellent communication skills, written and verbal
  • Attention to detail, with a commitment to delivering the right outcome
  • Customer service mindset, genuinely caring and passionate about championing customers
  • Willingness to learn new skills and develop existing capabilities
  • Computer literacy, must include capability to use MS Outlook and Word (Excel is desirable)
  • Proficient typing skills, able to produce emails and letters with efficiency and accuracy
  • High-achieving mentality towards targets and benchmarks
  • Strong interpersonal skills with the ability to work collaboratively across teams and functions
  • Proactive approach to problem-solving and overcoming challenges

    • About us

    Post Office is an integral part of every community, upheld by the dedication and service of our postmasters. In a world that's constantly evolving, we recognise the importance of adapting and growing. As we navigate the shifting landscapes of a digital age, our commitment to evolving is stronger than ever; without losing the essence of personal touch that defines us. Our journey forward is one of reflection, learning, and positive change.

    Whilst there is much work to be done, we're looking for people ready to think differently in tackling the challenges ahead – people who possess resilience and a deep sense of responsibility towards our postmasters and the communities they serve. This mission drives us, ensuring that we remain focused on our purpose and strategic intent. If you're inspired by the prospect of making a meaningful difference and contributing to a future where Post Office can stand as a model of renewed progress and integrity, we want to hear from you. Join us on our journey in making Post Office a business that belongs to and serves everyone, shaping a new future legacy.

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    Customer Advisor • East Midlands, United Kingdom