Job Description

• Provide outstanding customer service across all channels (telephone, social media, web chat, face to face and email) to provide first-time completion of customer queries.

• Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer-focused resolution coaching and advising customers appropriately.
• Resolve customer queries at first point of contact through a complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first-time completion of customer queries. For more complex cases escalate in accordance to CHP procedures to specialist teams.

Required Knowledge, Skills, and Abilities

Experience, knowledge and skills

• Excellent communication skills;
• High level of computer literacy covering office systems as well as CRM databases and systems;
• Experience of working in a customer focused organisation;
• Understanding of resource and workload planning;

Values and Personal Competencies

• Committed to CHP's mission and values as well as equality, diversity and inclusion;
• Strong empathy and interpersonal skills;
• Self-motivation with the ability to use own initiative.