Customer Service Advisor (12 Months Fixed Term)

We are searching for a polite, professional Customer Service Advisor to work within our existing Contact Centre Customer Service Team. You will provide outstanding service to our members by answering questions, handling complaints, and providing expert guidance on our range of products and services.

Hours : 35 Salary :£23,000 Location : Blackpool Status :12 Months Fixed Term Contract

To be successful you should be customer-focused, detail oriented, and efficient. You should also be polite, reliable, knowledgeable, and adaptable.

Your role responsibilities will be :

• Responding efficiently and accurately to queries, identifying and explaining possible solutions, and ensuring that members feel supported and valued
• Engaging in proactive Customer Service, using active listening whilst confirming or clarifying information
• Providing excellent customer service to all Members / prospects in line with the agreed KPIs and quality standards
• Working with team members and other departments to ensure, where possible, a first-time resolution
• Keeping up to date with FSB news, wider industry activity and our products and services in order to provide relevant information to members
• Using software, scripts, databases and tools effectively resolve queries and enhance the member experience
• Engage in training and other learning opportunities to improve knowledge and service delivery
• Contribute to a strong culture of learning and feedback

What’s on offer? :

• 35 hours per week. Shifts between 8am - 6pm, Monday to Friday
• A great team environment with a supportive culture
• A wide range of development opportunities
• Working for an established national brand
• Free onsite parking
• A first-class benefits scheme (on successful completion of a 3 month probationary period) including:
• Buying extra holiday
• Health Cashplan
• Gym Membership Discounts
• Cycle to work scheme
• Additional Pension
• Great verbal and written communication skills
• Excellent timekeeping and self-management
• Ability to multitask whilst maintaining the highest levels of service and quality
• Previous telephone experience
• Ability to remain calm whilst dealing with challenging situations
• Polite, reliable and friendly manner
• Extremely conscientious
• Proven experience of customer service delivery
• Computer literate, in particular Microsoft products & databases
• Experience of working with data and an awareness of GDPR
• Problem solving skills including objection handling and empathy

Who are FSB? : We’re the UKs largest non-profit organisation representing Small Businesses. As experts in business, we offer our members a wide range of vital business services including advice, financial expertise, support and a powerful voice heard in government. Our mission is to help smaller businesses achieve their ambitions.

Additional Information : All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.