Customer Service Advisor

Customer Service Advisor
5 days a week in office
Monday - Friday, 9am - 5pm
Based in Hinckley

Job Overview:

Deliver world-class care that exceeds clients' expectations. This role will make you the first point of contact for any client issues or concerns while achieving and delivering excellence in service. You will provide fast, client-focused solutions and lead by example in delivering outstanding customer service.

Day-to-Day Responsibilities:

• Contact clients to welcome them to the business and schedule their initial appointments with consultants in line with service levels and diary booking guidelines.
• Provide accurate daily reports for new business onboarding.
• Acknowledge all client service issues, whether verbal or written, in line with the complaints procedure.
• Liaise with the New Business Resolution Specialist to handle intent-to-cancel issues quickly and effectively.
• Investigate and resolve all client service issues through discussion with clients and appropriate internal staff.
• Ensure timely resolution of client service issues with a focus on client satisfaction and retention.

Job Goals and Metrics:

• Ensure all new business is contacted within one hour.
• Achieve an 80% onboarding rate on day one.
• Ensure 80% of clients receive advice.
• Monitor the Client Experience inbox daily.
• Aim for a first-time call resolution.
• Achieve a minimum of one positive review per month.
• Ensure all written client correspondence is clear, accurate, thorough, and meets required standards.

What You Bring to the Team:

• A "can-do" attitude, a thirst for knowledge, and the ability to effectively communicate knowledge within the team.
• Team player mentality.
• Ability to work in a fast-paced environment.
• Strong time management skills.
• A dynamic and flexible approach, with the ability to work under pressure.

47751CH

INDHIN