Full Time Client Service Advisor

Recruiter
Brook Street
Location
Sutton Coldfield, West Midlands, England
Salary
£17400 per annum
Posted
15 Sep 2017
Expires
13 Oct 2017
Ref
F/T Client Service
Contact
Theresa Robinson
Contract Type
Permanent
Hours
Full Time

I am recruiting for a number of Client Service Advisor's for a prestigious client who is one of the leading companies in the UK based in Sutton Coldfield to start on Monday 16th October.

THE COMPANY/TEAM
This is a professional and growing FTSE250 company; primarily they arrange prepaid funeral plans for customers who are predominantly over the age of 50. This is a chance to join very conscientious, sociable and friendly team with a clear career progression opportunity. These vacancies have come about due to internal promotions and a growth requirement for the current team.

THE ROLE
You will respond to high volume inbound 'At Need' client calls regarding to funeral arrangements where you will need to show sensitivity and empathy. These calls will be received from client's friends and family who will be calling to activate the funeral plan the client has taken out. You will also receive calls from the Police and Network Rail with who the client also have a contract with.

Other duties will also include inbound enquiries from customers who may be responding to specific marketing material, no sales targets are in place but you will be expected to advise on the different funeral plans on offer. You will also be dealing with current policy holders who may wish to make an amendment or add on a request to their funeral plan.

TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?
- Receive on average 50 inbound calls per day which will be a mix of 'at need' and 'pre need' calls
- Deal with 'at need' calls in a professional and empathetic manner; an 'at need' call is from a customer's friend/relative calling to activate the funeral plan as the customer has passed away.
- Deal with 'pre need' calls in a sensitive and professional manner; a 'pre need' call is from a current or prospective customer calling to enquire about, amend or ask a general question regarding a funeral plan
- You will resolve client concerns, queries &/or problems by clarifying issues; researching and exploring answers and alternative options; implementing solutions; escalating unresolved problems
- Working towards agreed service level targets ensuring the very best customer service is delivered
- You will be transferring key client information to other colleagues with accuracy, timeliness and professionalism
- You will assist team members and other colleagues with knowledge and guidance to ensure high levels of service are achieved.

PERSON SPECIFICATION
- Previous inbound customer service call centre experience is essential
- A customer focussed individual with the ability to build quick rapport/relationship over the phone
- Clear and concise verbal communication techniques
- Exceptional listening skills & telephone communication skills
- Must be a genuine, conscientious, patient and ethical in nature
- Be able to show empathy on phone
- Adaptable approach to meet client needs (e.g. Sensitivity, patience, friendliness, empathy and efficiency)
- Attention to detail and strong data inputting skills

Available shifts (38.75 hours):
Monday - Friday (plus 1 in 4 Saturdays*) - 1 day off the following week
Shifts will be between 8am - 8.15pm (8.25hrs per day)
They are open to different shifts which will be set once an offer is made (i.e. 8-4.15, 9-5.15, 10-6.15, 11-7.15, 12-8.15) - You will be able to request your preference at application stage

Monday - Saturday (Working EVERY Saturday) - 1 day off in the week along with Sunday off
Shifts will be between 8am - 8.15pm (8.25hrs per day)
They are open to different shifts which will be set once an offer is made (i.e. 8-4.15, 9-5.15, 10-6.15, 11-7.15, 12-8.15) - You will be able to request your preference at application stage

Monday - Friday (plus 1 in 4 Saturdays*) - 1 day off the following week
12pm - 8.15pm (8.25hrs per day)

Monday - Saturday (Working EVERY Saturday) - 1 day off in the week along with Sunday off
12pm - 8.15pm (8.25hrs per day)

What are we offering?
- £17400
- 22 Days holiday + bank holidays* each year (pro rata for part time) (entitlement increases with service)
- Pension
- Progression opportunities as the business grows

*This position will require bank holiday working, if you work a bank holiday, you will receive the day in lieu at another time.

TIMESCALES TO START AND TRAINING:
- Assessment centre onsite in Sutton Coldfield on Saturday 30th September, 9am - 2pm.
- Start date is Monday 16th October August which will be a 9am-5pm working day (no annual leave allowed for first 6 weeks due to in depth training)
- Training is then for 5 weeks between 9am and 8pm Monday-Friday and 1 or 2 Saturday's (8.25hrs per day)

***Due to the in depth training you will need to be able to commit to this training schedule with no holiday booked***

***PLEASE ONLY APPLY IF YOU ARE AVAILABLE TO ATTEND THE ASSESSMENT CENTRE ON SATURDAY 30th SEPTEMBER, YOU CAN COMMIT TO A 16TH OCTOBER START DATE, YOU ARE AVAILABLE FOR THE FULL 5 WEEKS TRAINING SCHEDULE AND ALSO MATCH THE PERSON SPECIFICATION ABOVE ***

If you are customer focused, have a friendly and empathetic nature and interested in this position please call 0121 6333888 and ask for Adam or Melissa.

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