Customer Service Advisor

Are you the type of person who strives to deliver exceptional customer service in a fast-paced working environment? If so, we want to hear from you.

We currently have an exciting opportunity to join our Customer Services team in Parcelhub, Colwick Quays, as a Customer Service Advisor.

Job Opportunity

Key Duties and Responsibilities of a Customer Service Advisor

1. Build up relationships with our clients and their customers, ensuring the quality of customer service is exceptional, all SLAs are met, and customers and the public are updated at least every 24 hours or as and when necessary.
2. Deal with high volumes of public emails and phone calls and provide a high standard of customer satisfaction and service to a growing client base, ensuring that an efficient, courteous, and professional manner is upheld at all times.
3. Act on behalf of our customers as a first point of contact for all tracking/parcel queries from their customers or members of the public and track and trace pick-up and deliveries via phone, email, or other necessary means.
4. Handle and resolve client, customer, or public complaints.
5. Keep records of customer and public interactions, enquiries, and complaints log tickets on the in-house ticket system.
6. Any other work as required.

This Customer Service Advisor role would suit candidates with experience in customer service, customer support, Word, Excel, email, telephony, complaints, and administration as a Customer Service Agent, Customer Service Representative, Customer Support Advisor, or similar role.

If this sounds like you, apply for this Customer Service Advisor role today!

Additional Information

Our Customer Services team is available to assist customers from 7:00 AM to 8:30 PM, Monday to Friday, and from 9:00 AM to 5:30 PM on weekends. Team members are required to work one weekend day (either Saturday or Sunday) every four weeks.

The business operates a hybrid working policy, and as such, colleagues will be required to work from the office on average 3 days per week with the option to work from home at other times, subject to business needs.

All initial training will be undertaken on-site at our Colwick Quays Office.

Benefits

1. Annual leave enhanced with long service.
2. Access to our prestige benefits and rewards portal.
3. Long service rewards: both financial and leave based.
4. Health cash plan.
5. Life assurance scheme.
6. Career development opportunities.
7. Access to a well-established Employee Assistance Programme provider.
8. And other excellent benefits you'd expect from a market leader.

Essential Skills

1. A good communicator with experience in customer service.
2. Good computer skills - Excel and Word.
3. Organisational skills with strong attention to detail.
4. Self-motivated, with the ability to multitask in a fast-paced environment.
5. Diplomatic and reliable, and an enthusiastic and effective team member.
6. Experience within the industry would be beneficial.

About Company

We are the UK's leading delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to deliver excellence to our customers.

We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeding both our business and personal development goals.

We are a 'family' of uniquely different people with strengths in the areas we work in and always have the opportunity to be curious to enhance ourselves.

We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.