Live Chat and Customer Support Representative Walsall, England
Job description
About The Role
We are currently recruiting Customer Support Representatives to join the Customer Hub Team in our Walsall office.
The Customer Support Department’s purpose is to provide effortless service to Customers whenever and however they make contact with us. The function will handle, resolve and respond to incoming customer contacts by Live chat, post, email, SMS and telephone, as well as self serve and Social Media. All customer requests will be handled efficiently, and in a way that exceeds expectations, with accurate and updated records kept across all relevant systems. We will also provide support across the business where Customer contact may be required, either verbally or written.
More about the role;
Customer requests to join, renew or reactivate policies either by application form or via the telephones will be completed in a compliant way, ensuring all business process and guidelines are adhered to and systems are updated accurately
To respond to any Customer enquiry via letter, email, chat or call in a professional compliant manner, updating system records and providing accurate information to resolve the issue at first contact
Any contact that is required to confirm or clarify details that customers have provided will be made using the most effective and appropriate channel to resolve as quickly as possible
All customer interactions, regardless of channel, will be up to our required standards and those of our regulator, thereby ensuring that we treat every customer fairly and deliver good customer outcomes
To provide end to end administrative support for any new initiatives or remediation projects that require Customer contact, including requests from the field and other sites
The area will manage all incoming and outgoing post ensuring that items are sorted and delivered to the correct departments in a timely manner. Alongside operating a collection service for our people's personal post and deliveries
To receive all incoming post and parcels ensuring all processes and procedures are followed, including handling heavy and bulky packages and any items that you deem suspicious
To deliver and collect all business post completing any special instructions
To sort, read and scan all incoming customer correspondence and allocate to the correct team for required action
Take accountability for keeping product, systems, and regulatory and business processes knowledge up to date and use it in a consistent manner to perform role effectively
To follow and adhere to all HR & company policies
To safeguard Customer information at all times, actively supporting HomeServe as a trustworthy, dependable organisation
Perform other duties or projects as required to support the business
About You
To be successful in this role you will need to have the following knowledge, skills and attributes:
Essential:
Excellent written, auditory and verbal communication skills
Experience of Digital Live Chat
Attention to detail
Be able to understand department procedures and guidelines
Experience of Customer Record Management systems
About Us
What can HomeServe offer me?
- 22 days' holiday (rising to 25), with the opportunity to buy extra holidays. Entitlement to take 2 paid days out of the office volunteering for a charity
- Pension Scheme
- Free toast and refreshments
- Access to hundreds of shopping discounts via PeopleServe. You can save up to £1000 a year over 900+ retailers across a variety of retail sectors
- Smartech - Get the latest tech at the best price and spread the payments over your salary, interest-free
- Salary Finance
- Employee Assistance Programme
- Free Cover 8 Policy
- Cycle to work scheme
- Plus much more…
Who is HomeServe?
As one of the country’s leading home assistance providers, we’ve got over 25 years’ experience in looking after UK homes. From cover, new boilers to one-off repairs, we're always looking for ways to bring our Customers better care for their homes through our range of products and services. Whether it’s taking care of plumbing and drainage, boiler, heating, electrics or kitchen appliances, our Home Experts are ready to get the job done. We’re even here to help if our Customers need a one-off repair, boiler service or new boiler installation.
What happens Next?
If your CV is shortlisted then you can expect a call from us to discuss your application further. If you are offered an interview and are successful you would be joining us for induction training on the 18th September 2023.
