Customer Service Advisor

Customer Service Advisor 3 months Contract Monday till Friday 37 Hours Per Week £13.69 per hour A passion for serving customers in a contact centre and face to face to face environment to deliver outstanding customer services that resolve as many interactions as possible at the first point of contact. • Ability to build rapport to understand customer needs and suggest appropriate solutions. • Ability to effectively resolve difficult situations. • Ability to remain calm and make decisions in a challenging environment • Record outcomes and update systems, including CRM with accurate information. • Target driven to achieve a range of customer, quality and operational KPIs. • Handle calls from a life critical Telecare Service (Ostara) and support dispatch processes in line with business needs • Build effective working relationships with internal and external stakeholders to ensure customer needs are met. • Contribute towards a positive, performance driven customer service culture. • Committed to personal development to support personal and business objectives. • Follow agreed business processes, statutory and regulatory policies and frameworks. • Support the organisations strategic, departmental and team goals. • Embrace YHN values, standards and organisational goals. • Able to represent the organisation professionally across a range of channels including reception. • Flexible with 24/7 365 days a year shift patterns • To undertake any other duties as and when required to support the delivery of service Essential Criteria • Excellent customer service, empathy and rapport building skills with a diverse range of customers. • Resilient under pressure and able to make decisions in a busy environment and on potentially life critical calls. • Confidence in effectively dealing with challenging situations. • Able to multitask and meet deadlines. • Track record of achieving KPI’s in the delivery of front-line customer services. • Able to effectively handle customer complaints to provide a positive customer experience and resolution in accordance with relevant policies and procedures. • Strong written skills to update various systems and serve customers via non-telephony channels. • Attention to detail to support CCTV monitoring services. • Track record of personal development. • Computer literate, experience of using PC’s to input and extract data and familiar with use of Microsoft Windows and Office software Interested please apply