The role
We’re growing fast, with more customers than ever to serve and assist. Working as part of a team, you’ll help us to meet this growing demand by providing industry-leading service to all of our customers. With your help, we’ll continue to develop new systems and processes that give our customers a great experience every time.
Key Responsibilities
To take ownership of and resolve customer enquiries in line with operational Key Performance Indicators e.g. call handling, retentions, customer conversions and service quality
To handle customer enquiries to First Contact Resolution
To be aware of other services which may be associated with an enquiry and offer additional information and advice as relevant
To promote and guide customers in the use of using our products and services as appropriate
To use systems to accurately and promptly log and process all enquiries through to customer satisfaction
To provide information and guidance on processes, procedures and guidelines according to best practice
To maintain confidentiality and escalate enquiries/complaints as appropriate.
To keep up to date with applications, tools and information relating to the Spark customer service to ensure appropriate and timely information is given to customers.
To provide support and assistance to other team members, and provide cover as and when directed
To receive and record payments in compliance with guidelines
To complete correspondence confirming actions taken or advice given, as a result of enquiries dealt with
To comply with data protection policy
Problem solving and case management
Ongoing communication with the operations team
Knowledge & Experience
Essential
Ability to listen to customers and record all relevant information provided
Ability to maintain composure and deliver a professional service when telephone callers become difficult, abusive or distressed customers
Demonstrates excellent customer care skills by seeking to understand the needs of customers and building rapport
Ability to solve problems and learn new processes quickly
Ability to work as part of a team
Communicates effectively by telephone using clear, plain English
Flexible and willing to adapt to changes in the workplace
Comfortable taking responsibility for their own performance and development
Candidates must be comfortable working within a small, rapid growth business where flexibility, a positive attitude to change and an ability to work around any limitations is sought.
Desirable
Previous experience in a Customer Service environment