Customer Service Advisor - Cardiff, United Kingdom - Berry Recruitment

Berry Recruitment

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Berry are proud to be working with one of the biggest companies in Wales They currently are offering up to 13 new permanent Customer Service Advisors to cojoin their head office contact centre in January 2023.

You will be:

Taking incoming calls regarding billing enquiries from customers
Working just 1 in 5 Saturdays

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), they offer a range of employee benefits and rewards including:

Opportunities to increase your base pay by demosntrating intermediate and expert level skills in delievring customer service
Enviable career progression opportunities both inside and outside of the call centre environment as this is a Head Office role.
Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
Enhanced employer pension contributions
Up to 11% employer contributions
Enhanced family friendly policies
Reduction on gym memberships and high street shopping
Cycle to work scheme
Carleasing scheme
Health CashBack scheme
An employee assistance programme for employees and their immediate family

All of this, whilst working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.

Once you join us, we will ask you to work in the office until you have reached competency. We've found that this way, you get to meet your team in person - and can make connections and friends for life Once you have reached competency, there will be someoptions to work flexible, in office, from home, or the best of both

What will you be doing?
Operational Customer Care roles: 37 hours, permanent

Hours between 7am - 10pm Monday to Sunday with 3 out of 6 weekends required to work 1 or 2 days, however it means on these weeks you will have days in the week free.

Billing Customer Care roles - 37 hours Permanent contracts

Hours between 8am - 6pm Monday to Friday and Saturday 9am - 1pm in which you will be expected to work 1 in 5 weeks.

The role is rewarding and challenging in equal measure, and will suit those who have a genuine passion for helping people

This will include:

Resolving customer issues with positivity and passion
Communicating with our customers, and listening to their problems/queries
Working as a part of a closeknit team, and having regular catchup's
Understanding and mastering the power of language, tone, and empathy
Educating customers on the most appropriate information for them
Identifying signs of vulnerability, offering our support or signposting where possible
Using problem solving skills and a 'rightfirsttime' approach to deliver the best outcome for the customer

We are a unique industry and there is so much to learn, which is why we will provide you with tailored induction training course that will give you the knowledge you will need and prepare you for range scenarios and customers that you will come across.

Ideally, you will have one or both of the following:

Experience in communicating with customers; or
A minimum of C grade in GCSE (or equivalent) in Maths & English

More importantly, we want you to be able to have the following:

You're always honest and professional
You have a friendly and positive manner when speaking to customers
You're resilient and great at problem solving we do deal with some challenging situations
You have excellent communication skills both written and verbal
You're open to feedback, improving and learning new skills
You're confident with numbers and explaining what they mean (e.g. explain a payment plan)
You show attention to detail and retain information well
You're able to make decisions
You're IT literate we use a variety of computer systems which we will teach you

If you can speak Welsh, that's a bonus - but not essential

This role will involve flexible working, however will be based in our offices in St Mellons for the 1st 6 months.