Customer Service Advisor

Customer Service Advisor

Salary: £18,038 (evening and weekend rotas)

Established in 2006 as a social business based in the South Wales Valleys, Connect Assist was created with the goal of providing jobs and growth opportunities for people living in the local area and we remain dedicated to creating a long lasting positive difference to peoples’ lives.

Connect Assist is an equal opportunities employer providing dedicated helplines and smart software platforms to charity, third sector and public sector organisations as well as selected commercial organisations. We are the UK’s leading inbound helpline provider and leader in public sector service technology.

Main duties and responsibilities

• Provide accurate, meaningful and consistent information and support to our service users
• Listen patiently, empathise with the caller’s situation and convey a genuine desire to help and support.
• Liaising with supervisors, team leaders, team members, external customers and other provision of multi-channel information services
• Maintain the Customer Records Management (CRM) system through data input and record keeping ensuring data integrity and following strict data protection guidance in accordance with the GDPR and Data Protection Act 2018
• Work with colleagues to ensure the highest level of customer satisfaction
• Ensure continuous service improvement, initiating, and responding to change in a positive manner
• To undertake effective research on a range of topics to deadline
• Be responsible for your own development

Successful applicants will need to demonstrate experience or skills within

• Excellent Microsoft office and /or experience of working with CRM systems
• Relating to and interacting with individuals using online and telecommunications, in particular those with language or communication barriers
• Supporting individuals of various abilities to access and use services
• Carrying out assessments to identify and prioritise needs
• Talking to individuals about issues affecting their lives
• Contribute to the prevention and management of abusive and aggressive behaviour

Security: Connect Assist works with several organisations who, due to the nature of their work, require varying levels of DBS, Security Vetting or Home Office clearance before an individual can operate with them. For these positions, successful candidates must meet the relevant security requirements before they can be appointed and checks must be complete at offer stage. Further detail can be discussed at interview or requested from [email protected]

Feedback: will be provided for applicants attending interview stage only.

Connect Assist are an equal opportunities employer.

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