Customer Service Advisor

Are you ready to embark on a dynamic and rewarding career in an exhilarating customer‑facing out‑of‑hours role?

Do you thrive on engaging with people and solving their challenges? Do you enjoy working during the evenings and weekends? If so, you might just be the perfect fit for us! We’re excited to announce that we’re on the lookout for our next intake of enthusiastic Customer Service Advisors – OOH to join our vibrant contact centre in Rochdale.

• Competitive salary of £24,000 for a 37.5 hour week plus amazing benefits!
• Full‑time hours that fit your lifestyle.
• Generous 25 days of annual leave plus Bank Holidays added to your leave entitlement!
• A contributory pension scheme where we’ll match your contributions up to 5%!
• A benefits platform designed to cater to everyone’s needs!

As our Customer Service Advisor OOH, you’ll be the friendly voice representing our diverse clients. You’ll take pride in being our calm and professional first point of contact for our customers, delivering exceptional service and support. You’ll handle inbound and outbound calls, answer questions, and resolve issues with ease. Plus, you’ll have the incredible opportunity to learn new skills and collaborate with a supportive and friendly team.

You’ll be instrumental in providing a fantastic and positive customer experience!

• Customer‑obsessed service:
  Delivering an outstanding customer experience within our high‑performing contact centre team.
• Problem solver:
  Managing a wide variety of Out of Hours emergency queries, including Housing Repairs, Adult and Children’s Services, Street lighting, Noise complaints, Homelessness, Highways, and so much more!
• Tech‑savvy:
  Creating and updating customer records using our client systems, ensuring accuracy and efficiency.
• Proactive communicator:
  Keeping customers informed with updates relating to their queries.

We're on the hunt for colleagues who are customer‑focused, along with the following:

• You should possess excellent people and communication skills, with the ability to adapt to and meet each customer's unique needs.
• Previous experience working in a bustling contact centre, with the ability to maintain accurate notes, multitask, and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements).
• A calm, empathetic, and clear telephone manner is essential, along with quick, solutions‑focused thinking and the ability to work independently.
• Resilience and the ability to handle challenging situations with objectivity are crucial, as are strong organisational skills and attention to detail.
• Experience using Customer Relationship Management (CRM) Systems is a plus!

• Educated to GCSE level or equivalent.

• Background in Social Care or Housing – desirable but not essential.
• Experience dealing with vulnerable/distressed callers in emergency situations.
• Excellence in maintaining a high standard of customer service professionalism under tense scenarios by callers who may be in the situation for the first time.
• Working in a busy Contact Centre.

• Literacy and numeracy skills.
• Computer literacy – ability to use multiple remote desktops and platforms.
• Interpersonal, organisational, and administrative skills.
• Ability to input and maintain effective computerised systems – CRM’s.
• Ability to organise and prioritise workload to achieve deadlines in a fast‑paced environment.
• Ability to investigate complex queries within set guidelines and follow set process‑led procedures.
• Ability and willingness to take a proactive approach to work and training needs.
• Ability to monitor own workload and process accurate information until completion.
• Commitment to equalities and the promotion of diversity in all aspects of working.
• Polite and professional sounding tone, ability to best…