Customer Care Advisor

Our client is an outsourcing company based in Banbury. They are looking to acquire the services of a Customer Care Advisor to join their growing team. The ideal candidate will have previous experience working within a Customer Service role and be happy to speak on the telephone.
Job responsibilities:

• Managing and promptly responding to customer queries across various channels to achieve a first-contact resolution whenever possible.


• Handling customer inquiries via telephone, email, and webchat.


• Taking ownership of queries and escalating them through the appropriate channels when necessary to ensure timely resolutions.


• Maintaining accurate records of customer interactions on their accounts, by company policies and procedures.


• Identifying opportunities to enhance processes and improve customer satisfaction.


• Experience of working own case load in line with SLAs


• Demonstrating active listening skills to truly understand and address customer needs.


• Assess and make reasoned decisions on company expenditure regarding instructing third party inspections and repair costs.


• Reinforce in the review and implementation of existing and new policies within the Customer Care Department.


• Visit brokers and dealers with senior management as required.


• Acknowledge receipt of complaints via letter, email, or phone from customers, Financial Ombudsman Service or other agencies and record them on relevant databases.
  
  Previous Customer Service experience related to the role.


• Excellent verbal and written communication skills.


• Problem solving / Critical thinking.


• Energetic & highly organised.


• Methodical & accurate attention to detail.


• Customer-centric focus.


• Able to work both independently and as part of a team.


• Ability to prioritise effectively, multi-task and adapt to changing priorities.


• Experience Working within Financial Services (desirable but not essential).
  
  Office based, Mon - Fri, 9 AM - 5:30PM


• 28 days holidays plus 3 Bank Holidays (Christmas, Boxing Day and NYD)


• Pension Scheme


• Close-knit team