Customer service advisor

England, Greater Manchester, Manchester
Up to £24500.00 per annum
14 Mar 2019
29 Mar 2019
JN -032019-57244
Charley Lawlor
Customer Service
Contract Type
Full Time

Job Title: Customer Service Advisor

Purpose: To provide and promote excellent and timely customer service and build customer loyalty to enable the business to retain and grow its customer base

Main Responsibilities and tasks

  • Supporting the Customer Services Manager to ensure priorities in customer service are identified and met.
  • Timely management of the entire customer relations process from answering enquiries, logging complaints, commendations and transferring cases to colleagues as required.
  • Escalating queries from media and publicly-elected represented bodies and/or key stakeholders
  • Analysing and monitoring customer satisfaction trends and common themes in complaints and making suggestions to deal with future similar situations.
  • Supporting the promotion of the company's services and products through opportunities presented in customer relations.
  • Handling enquiries from customers via phone, social media, webforms and post.
  • Supporting the development and implementation the company's customer service policy
  • Measuring customer satisfaction and supporting the senior management team to improve services
  • Providing key information to Transport for Greater Manchester (TfGM) regarding customer experience across the network.
  • Posting/Updating of customer information on relevant websites and applications
  • Administrating smartcard and mobile application systems.

Key Safety Responsibilities:

  • To act in a manner as to ensure the health, safety, welfare, environment and fire safety of yourself and others in the organisation as well as any clients and visitors.
  • Ensure that you and any guests to any company premises understand emergency and evacuation arrangements.
  • Ensure your working environment is maintained in a safe and tidy condition.
  • To act proactively in identifying and any unsafe practices or safety risks in the organisation and reporting these through the appropriate channels.
  • Ensure adherence to all relevant company policies and procedures.

Knowledge and Skills Requirements:

  • A passion for delivering the highest levels of service
  • An effective communicator and good decision maker
  • A team player
  • Good time management and organisational skills
  • A good knowledge of company procedures
  • Good understanding of data privacy standards/GDPR
  • Good knowledge of the local bus operating area.
  • Commercial awareness
  • Good IT skills (including email, web forms, m-ticket and key card enquiries).
  • Excellent conflict management skills.
  • Ability to build positive relationships with customers and colleagues.
  • Ability to remain calm under pressure

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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