About the RoleDo you have experience within a call centre environment, with a passion for helping people with the ability to make people feel listened to and valued?
Are you looking for an opportunity where you can really make a difference and take ownership of a problem and see it through to the end?If you are a confident, compassionate and positive person who always delivers a first-class customer experience during difficult times this is the role for you…..Reporting to the Customer Experience Manager, as the Customer Services Advisor – National Accounts you will be responsible for supporting the administration of Key National Accounts within the Service Department, ensuring activities requested are delivered in a professional and efficient manner.This is a full-time position, Monday to Friday based on site at our office in Birmingham - B6 7SS.Job OpportunityWhat you will be doing...The point of contact for Key Clients regarding general service-related issues and ensuring that all business metrics are metResponsible for ensuring designated Client Accounts as directed by Customer Experience ManagerLiaising between departments to support customers as point of contact for designated Clients.Oversee all scheduled appointments and ensure that deliverables are within the contracted SLA's.Delivering exceptional customer service and ensuring productivity targets are met.Liaison with Scheduling and PPM teams to ensure contractual obligations.Maintaining at all times correspondence in the system.Updating/maintaining Client Excel spreadsheetsUpdating Client Web Portals as requiredForecasting and analysing data against agreed business KPI's on a daily/weekly and monthly basis.Any additional tasks set by the Customer Experience ManagerEssential SkillsWhat you will need…A can-do attitude and taking ownership of designated tasksActively build and develop relationships with customersExcellent time management and planning skills.Confident and self-motivated and dealing positively with customersPrioritising and organising own workload & ability to prioritise tasksDisplaying flexibility to ensure the achievement of targets.Implementation and management of business processes and procedures to drive efficiencies and customer satisfaction.Displaying transparency and respect for othersA helpful and flexible attitude to handling customer queriesAbility to spot the opportunities for process improvementComputer literacy and ideally knowledge of service management systemsDemonstrate a passionate commitment to the business