Customer Service Complaints Advisor Woolwich, England
Job description
GLL is looking for a Customer Service Complaints Advisor to join our Customer Complaints, Comments and Feedback team. Part of our Customer Service Team based in our Woolwich, Royal Arsenal office. GLL Customer Service Advisors go the extra mile to delight customers, always striving for the highest level of first-contact resolution and quality assurance. To succeed as a Customer Service Advisor at GLL, you will be a self-motivated, results-driven individual with excellent verbal and written communication skills. You’ll have a real passion for delivering the best service by actively listening to and supporting customers who need help or advice.
Our Customer Service Advisors enjoy working in a fast-paced environment where every day is different and get a real buzz about providing solutions to every problem. They are resourceful, fast-thinking solution providers.
We are looking for a full-time Advisor to specialise in customer complaints, comments and feedback handling, 40 hours per week. Full-Time salary from £25,232.25 up to £26,909.29 per annum based on 40 hours per week.
We are more than just another contact centre where you are expected to work against aggressive sales targets. We are a Customer Service centre, and your job is to have great conversations with our customers!
Induction and Training:
You will receive a two-week full-time, interactive induction training programme including visits to our leisure facilities, system training and meeting the team. Total attendance is required to complete the induction training.
What you need:
- Positivity and a can-do attitude
- Passion and personality
- Be a great team player
- Minimum of 12 months experience in a face-to-face Customer Service environment or within a contact centre, within the last five years
- Previous experience in customer complaints and feedback handling preferred
- Strong verbal and written communication skills
- Great listening skills supported by a warm, friendly and confident manner
- Strong administration skills, computer literate, able to use Microsoft packages
- Flexible approach to tasks and workload
- Open to learning from customer feedback, acknowledging and assessing feedback, and actively seeking out ways to improve the customer journey
- Knowledge of the Company and Products desired
- Knowledge of contact centre systems such as Zendesk desired
- Ability to work from home or alternative London office where required
What you’ll do:
- Connect with customers via telephone, email, social media and web chat; always ensure that customer requests are handled professionally and courteously by listening patiently, empathising with the customer where appropriate and demonstrating a genuine desire to help and support them.
- Make the most of each interaction, using the opportunity to identify customer needs and find solutions, ensuring you put the customer at the heart of the process and maintain strong quality output.
- Use your initiative and problem-solving skills to find the best outcome for the customer.
- Take ownership of your performance, constantly challenging yourself to be your best and being proactive around your development and growth.
As a leader within the leisure industry, we can also offer scope to progress your career and job variety like nowhere else.
In return, you will get:
- A values-driven organisation
- Learning & development to support career development
- Discounted gym membership for you and another
- Industry-leading rates of pay
- Opportunity to join the GLL Society and have a say in how we are run plus associated social events
- Exclusive discounts on villa's in Portugal
- Exclusive discounts on our Ski chalets in Bulgaria
- Career pathways and professional development are just the starts. To ensure you stay at the top of your game, we provide training with practical and theoretical elements too
- Discounts across thousands of retailers GLL Extras
- 25% off Red Letter Days Enter RLDSUPPLIERS2022 at checkout
- 25% off Buy A Gift Enter BAGSUPPLIERS2022 at checkout
- 25% off at Headmasters Salons Click the link to get your discount card
- 20% off GLL spa experience treatments and associated products
- Ride to work scheme email: [email protected]
- Eye tests paid for and up to £200 towards some new specs
- Employee Assistance Programme via Health Assured
Our Opening Hours:
- Monday -Thursday 7:45am-9:15pm
- Friday – 7:45am-6:15pm
- Weekends – 7:45am-4:15pm
About GLL:
As the UK’s largest leisure operator and charitable social enterprise, we offer a range of careers for everyone in our local communities. We manage over 400 facilities across England, Wales and Northern Ireland, including public sport and leisure centres, elite sporting venues, libraries and children’s centres.
Our people are from the communities we serve and help us make fundamental changes in their local area.
Passionate about seeing our communities thrive, we invest in our facilities, projects and people and are Investors in People Silver Award employer.
We are an inclusive employer. We seek and welcome diversity in our teams.
All pay rates are subject to skills, experience, qualifications and location.
Job Type: Full-time
Salary: £25,000.00-£26,909.29 per year
