Customer Advisor Chesterfield, England
Job description
Summary
Salary: £23,728.02
Grade: PO
Contract Type: Permanent
Location: Future Walks, Chesterfield
Reporting to: Customer Support Team Leader
Division: Customer Contact Centre
Closing Date: 18th May 2023
Note on Working Arrangements:
- Full-Time role at 35 hours per week, usually across 5 shifts
- Shifts include 30min lunch (unpaid) and 2 x 20min breaks (paid)
- Current operating hours are Monday to Friday 8am-6pm, and Saturday 8am-3.30pm
- Working hours are subject to change in line with contract
The Purpose of the Role
Customer Advisors in the Customer Contact Centre provide effective support and service to Post Office customers. As the first point of contact for customers reaching out via Email, Social Media and Live Chat, the frontline team exists to deliver positive and professional help and support for all customer enquiries and complaints. Customer Advisors own customer contacts from receipt through to resolution: providing information, responding to questions, and resolving complaints.
This role is all about bringing to life the Post Office purpose of being here for those who rely on us, reaffirming Post Office as a brand which is caring, helpful, and efficient. Customer Advisors take ownership of their work, meeting benchmarks for Quality, Productivity and Availability. They facilitate positive customer interactions, and amplify the voice of the customer to the rest of our organisation.
Principal Accountabilities
- Deliver high-quality service and support to Post Office’s end-customers
- Work effectively across a multi-channel environment including Email, Social and Live Chat
- Take ownership of customer requests through to a successful and positive outcome
- Enable analysis and insight by logging relevant information accurately and consistently
- Communicate professionally with customers, colleagues and partners in-writing and verbally
- Perform to a high level, achieving targets for Quality, Productivity and Availability
- Uphold and champion best practice in line with Post Office policies and Ways of Working
- Identify and share opportunities to improve journeys and experiences for customers and colleagues
- Approach change and challenge with a growth mindset
- Maintain self-awareness, identifying own strengths and weaknesses and seeking to develop
- Bring to life the Post Office brand offering: “We can help with that”
Qualifications, Experience & Skills
- Knowledge of Post Office business (product offering, branch network) - desirable
- Awareness of the role Post Office plays in the communities we serve - desirable
- Experience in a contact centre environment, providing service and support to customers
- Exposure to CRM and telephony software (especially MS Dynamics and Puzzel) – desirable
- Ability to manage competing priorities and successfully manage own time
- Excellent communication skills, written and verbal
- Attention to detail, with a commitment to delivering the right outcome
- Customer service mindset, genuinely caring about customers’ experiences
- Willingness to learn new skills and develop existing capabilities
- Computer literacy, must include capability to use MS Outlook and Word (Excel is desirable)
- Proficient typing skills, able to produce emails and letters with efficiency and accuracy
- High-achieving mentality towards targets and benchmarks
- Strong interpersonal skills with the ability to work collaboratively across teams and functions
- Proactive approach to problem-solving and overcoming challenges
About Post Office
The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together.
We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.
Our Ways of Working underpin everything we do, they are the “How” of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.
By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!
The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.
