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Posted 17 July, 2019

Customer Access Advisor

Talent Spa
Birkenhead, Merseyside Full Time
Reference: ML/CAA-2976.3414398

Customer Access AdvisorLocation: Birkenhead, WirralSalary: £21,412 per annumHours: You will be required to cover shifts Monday – Friday between the...

Customer Access Advisor

Location: Birkenhead, Wirral

Salary: £21,412 per annum

Hours: You will be required to cover shifts Monday – Friday between the hours of 08.00 – 20.00. We require you to be adaptable and flexible in your approach to working as you may be asked to provide cover for some bank holidays.

Job type: Full- time, Temporary

Following an internal promotion, a fantastic opportunity has arisen for a Customer Access Advisor to join our busy Contact Centre.

This role is a full-time role on a temporary basis working 37 hours per week, based in our modern head office in Birkenhead, Wirral. The office is easily accessible from most transport links with just a short walk from Hamilton Square train station and local bus routes. Free parking is provided to staff either on site or nearby.

The role of Customer Access Advisor reports directly to the Contact Centre Team Leader.

Responsibilities of the Customer Access Advisor:

  • Maintain high levels of customer service when responding to customer access points within set quality standards, procedures and response times.
  • To identify the enquiry type, assess the customer’s needs and initiate appropriate action within the set parameters on a wide range of issues including but not exclusive: repairs, housing services, income, emergency issues and support.
  • Utilise the available manual and technology systems gaining accurate information for the customer, advising of solutions or updates to their enquiries / requests.
  • Operate and accurately update the telephone software system, capturing full customer information keeping the database up to date.
  • To undertake the completion of the community alarm process and agreed types of associated Telecare peripherals, within agreed set standards.
  • To respond within agreed targets and protocols to all response visits.
  • To undertake maintenance tasks associated with stock control, reprogramming, replacement of batteries and pendent testing.
  • To maintain appropriate clerical and computer records in accordance with statutory, organisational and Quality Framework Standards.
  • To undertake surveys or outbound publicity campaigns.
  • To complete investigations to respond to service enquiries, complaints and compliments, updating the ‘feedback’ system within the agreed procedures and timeframes.
  • To effectively communicate and manage the social media sites which Magenta Living actively participate in and to ensure that you represent the company in a professional manner
  • To represent the service within internal or external Magenta Living initiatives.
  • To assist the Team Leader in new staff induction programme.
  • To undertake an agreed role with Magenta Livings Emergency Planning.
  • To participate and have ownership of performance reviews, staff meetings and Magenta Livings Personal Development Programme,
  • To assist the Team Leader in achieving and maintaining agreed Quality Framework Standards.
  • To assist the Team Leader in facilitating a skills assessment to maintain own skills

Requirements of the Customer Access Advisor:

  • Experience in working within a team.
  • Experience in the working with frontline technical systems and the associated hardware and software.
  • Experience of maintaining procedures and service standards within a recognised quality assurance standard.
  • Experience in working in a busy, high-pressurised customer focused frontline service.
  • Contact Centre experience desirable
  • Holder of or working towards a relevant technical or customer service orientated qualification, Desirable.
  • Able to work flexibly to meet the demands of the service.

Benefits of becoming the Customer Access Advisor:

  • 25 days annual leave entitlement (full-time equivalent, pro rata for part-time employees)
  • Flexible Benefits
  • Healthcare Cash Plan
  • Pension Scheme
  • Paid Professional Membership Fees
  • Employee Recognition Scheme
  • Talent Management Programmes and e-learning access
  • Wellbeing and Employee Engagement initiatives
  • Free parking at either our head office or main depot.

If you feel like you meet the above criteria for the Customer Access Advisor, then please apply now!

This listing expired on 16 Aug. Applications are no longer accepted.

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