Description: JOB PURPOSE:
Customer service is at the heart of our business and our client pride themselves on delivering information to their customers in a clear, concise and informative way answering their queries. Our client operate extended opening hours to ensure they are more readily available for their customers. This means that the Customer Service Team work a shift pattern from Monday to Friday, 8am to 8pm and a Saturday morning from 9am to 12pm. Their customers make contact via the telephone, email or web chat and it's their responsibility to respond to their queries fully, within SLA at the same time ensuring legislative compliance and company procedures are adhered to.

MAIN RESPONSIBILITIES:
Responding to in bound phone calls, email and Web Chat contacts from their customers and agencies.
Updating the CRM system with call notes following every customer interaction in a well written and clear way to explain fully the nature of the call and the resolution.
Making changes to a customer's contract with us on CRM depending on their request.
Making outbound calls to customers to 'welcome' them to the client and see if they can proactively offer them any help or guidance in the early stages of their relationship with us.
Supplying necessary documentation as requested.
Ensuring that all customers meet legal requirements to enable them to work through the client.
Keep customers fully informed at all times. Ensure if they are promised a return call/email that this is done.
Prioritise work according to defined service level agreements and the effect on the business.
Adhere to company policy at all times.
Maintaining documentation and information relevant to the role
Representing the Customer service team in a professional manner to promote good customer perception.

KNOWLEDGE AND SKILLS REQUIRED:
Able to work a rotational weekly shift pattern from 8am to 8pm Monday to Friday and a Saturday morning from 9am to 12pm.
A clear, confident and polite speaking voice in order to give the right impression over the phone
A general confidence with IT and knowledge of Microsoft packages
Ability to compose a professional and informative business email using the correct spelling grammar and language.
Ability to prioritise and multi task

Attributes:
Honest
Team Player
Positive and upbeat personality
Timely
Proactive, can do attitude

Job Type	Permanent Full Time
Location	Watford, Hertfordshire
Area	Hertfordshire, England Hertfordshire England Watford, Hertfordshire
Sector	Commercial - Admin
Salary	£20000 - £21000 per annum
Start Date	ASAP
Job Ref	DW1009SDA_1508766724

Service Delivery Advisor

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