Job Description

Dealing with daily inbound & outbound service calls and any emails ensuring world class service is provided on every call in line with our core values of passion, respect, team work and world-class service. The main focus will be for ‘first call resolution’ and ‘going the extra mile’ which will provide world class service.

Roles responsibilities
- Ensure all calls regardless of time of day are handled with empathy, enthusiasm, confidence & accuracy in line with ADVANCE’s core values. It is important that on each call you demonstrate an understanding of the call and follow through on any promises by setting expectations appropriately.
- Pro-actively work towards agreed targets & objectives:

• 3 or less seconds pick up time
• 0 missed calls
• Prevent any call-backs into the business
• 99% of calls handled and not transferred
• Going the extra mile on every call
• Being proactive & looking at the bigger picture & ensure they feel reassured.
• 100% calls added to CRM both inbound & outbound

- Understand the importance of KPIs & targets and how these impact on the business.
- Ensure all calls are added to CRM accurately.
- Obtain & attend training to maintain a thorough understanding of ADVANCE’s services & solutions in order to provide world class service.
- Understand all other areas in order to be able to answer the majority of the questions and queries so they can be answered quickly & confidently.
- Ability to identify calls that require further information or clarification from an individual or area, and work with others to reach a resolution.
- Ensure you follow through on promises e.g. call-backs at specific times etc.
- Identify & escalate any potential issues to your manager which could impact the wider customer base. Continually feedback initiatives to improve & develop processes in order to provide world class service.
- Be flexible dependent on call volumes. Show ability to complete service & welcome calls to ensure we are providing world class service.
- Always remember you are the face of ADVANCE and will be taking & dealing with calls from contractors, recruitment agencies, end clients, government & regulating organizations via telephone & email & occasionally face to face when our offices are visited.
- Provide support with other projects within the compliance team, and able to learn new skills

Benefits:

• On-site parking

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• customer service: 1 year (Preferred)

Education:

• A-Level or equivalent (Preferred)

Job Duties:

• Answer incoming customer inquiries
• Stay up-to-date on new products, services, and policies
• Collect and report customer feedback to ensure that best practice is recognized and maintained
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies

Work remotely:

• No

Required Knowledge, Skills, and Abilities

Genuine, & enjoy engaging with people. Ability to work to a high level of accuracy. Professional telephone manner and a passion for going the extra mile to provide world class service. Committed team player. Ability to work under pressure and work to deadlines. Being proactive & coming up with solutions to queries. Highly organized and able to balance priorities. Demonstrates commitment to ADVANCE and our core values at all times.