Inbound Customer Service Advisor

Inbound Customer Service Advisor

Hanley

28th April 2025 Start Date

Temporary probation period leading to permanent

Basic Salary: £23,809.50 + Commission up to £38k

Free parking

Accessible location

Private medical insurance

Wellness programmes

Company pension

Employee discount

The Hours:

Monday to Thursday 10am – 6pm or 11am – 7pm

Friday 9am – 5pm

With half an hour's lunch each day

Every other Saturday 9am – 4pm with half a day RDO in the week; additional hours paid as overtime

The Role:

Due to expansion, we are working in partnership with our successful fine collectables company. We are looking to recruit an individual who can support customers with their product enquiries through inbound and outbound calls. The opportunity offers permanent roles with an excellent environment, ongoing support, and training.

1. Dealing with existing clients who haven’t purchased in over 6 months
2. Answering inbound customer calls within the contact centre during peak seasons
3. Retaining business to a high quality
4. Thinking outside the box to prevent customers from cancelling orders
5. Providing first opportunity resolution to customers
6. Updating and maintaining customer accounts in accordance with our policies and procedures
7. Managing customer accounts and building a large client base by effectively using the dialler and leads provided
8. Providing a broad knowledge of products to customers
9. Identifying opportunities for sales through service
10. Utilising negotiation techniques when handling return requests
11. Multi-tasking calls and administration duties
12. Updating administration sheets in accordance with business requirements
13. Complying with OFT procedures within call audits
14. Ensuring all KPIs are achieved and sales targets are met, both individually and as a team

Skills and Attributes:

1. Experience of working over the phone with customers with a proactive approach
2. Good Communication Skills
3. Excellent Listening Skills
4. Results-Driven
5. Able to Work as a Team
6. Ability to Work in a Fast-Paced Environment
7. Ability to Work Under Pressure
8. Efficient in day-to-day role
9. Polite and professional at all times with both internal and external customers
10. Flexible to change in accordance with business requirements