Customer Services Advisor

Summary of Job
To represent the client by telephone and provide customers with a helpful and efficient administrative service, thereby ensuring good customer relationships and the achievement of annual sales targets.

• To represent the company to existing and potential customers, providing advice and explanations of the process and administrative procedures in a friendly and informative manner
• To obtain market information and increase sales by calling existing customer groups (solicitors, advisory services, doctors), and potential customers who have registered their interest by responding to marketing activities
• To input customer details and case data into the computer with a high level of accuracy so that laboratory systems and letter programmes can operate efficiently, and customer confidentiality can be maintained at all times
• Able to create accurate written communication in response to customer enquiries
• Maintain a high degree of customer confidentiality at all times
• Liaise with customers regarding appointments, kits and payments
• To ensure that cases progress in a timely fashion by checking case information and following up with customers by letter or telephone
• To answer questions about the progress of a customer’s case by referring to computer and file records and through liaison with laboratory staff, where appropriate, in order to provide a timely and efficient information service to customers. Where necessary CS Advisors may be required to pacify disgruntled customers
• Maintain a calm and professional approach when dealing with customer complaints and sensitive situations
• Develop proficiency in all team activities to become multi-skilled
• Participate in projects and meetings to identify process improvements and share best practice

• Educated to at least GCSE level, one of which should be grade C or above in English and preferably to A level with a science qualification
• Administrator with significant administrative experience
• Telephone based Customer Service experience
• Some experience of promoting a product or service over the telephone would be an advantage

• Working in a team
• Sensitivity and empathy in dealing with issues which are complex and emotive
• Have a patient and flexible approach when dealing with complex and immigration cases
• Numerate and literate · High level of accuracy and attention to detail
• Works in a well-structured and ordered fashion
• Flexible and able to handle a range of tasks
• Calm and composed in busy times
• Computer literate with MS Word, Excel and in-house database packages
• Confident and skilled telephone manner
• Telephone sales skills
• Foreign languages an advantage
• Ability to remain impartial Benefits

• Non-contributory pension scheme which can be enhanced with employees’ contributions
• Private Health Care for all employees, (spouse and dependents can be included in the plan at a reduced rate)
• 25 days holiday per annum
• Subsidised membership of local Gym/Leisure centre
• Life assurance equal to 9.5 times salary
• Permanent health insurance (long term sickness)
• Employee Assistance Scheme
• Child Care Vouchers
• Occupational Health Consultant

• Working in an air-conditioned shared office, The hours of work are varying shifts (8.30-5 or 9.30-6) and on a Monday we run a late shift (10.30-7) which is rota’d.
• Own workstation
• Team of: 1 Customer Service Manager, 2 Customer Service Team Leaders, 2 Senior Customer Service Representatives, 4 Customer Service Advisors, 4 Customer Service Administrators and 1 receptionist

Please note: Only candidates with the relevant skills and experience will be contacted regarding this position. If you do not hear back from us within 5 days you have unfortunately been unsuccessful in your application for this position, however we may contact you in the future to discuss other opportunities.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.