Customer Service Advisor - Bootle, United Kingdom - Charity Commission

Charity Commission

Verified Company

Bootle, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job purpose:

You will work in a fast-paced, customer-focussed environment where high standards of verbal and written communication are essential.

You will work to agreed service levels and operational standards, be confident working in a digital environment and be comfortable working independently within a wider team.

You will need to develop a solid understanding of work across the Commission, as well as sound technical knowledge, to be able to address a wide variety of customer queries, troubleshoot customer problems and take ownership to resolve queries.

You will take pride in providing high quality advice and be able to adjust your approach to suit the audience you are interacting with.

You will also demonstrate empathy and emotional intelligence with a focus on seeking a resolution on first contact wherever possible to prevent further escalation.

Key Responsibilities:

Engage with charity trustees, advisors, stakeholders and members of the public, advising charities on how to comply with charity law and taking action to resolve queries at first point of contact.
Offer support within the contact centre and the correspondence team answering enquiries and providing clarification about guidance and trustee responsibilities.
Ensure that charities comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating our online services.
Resolve customer issues using persuasion and negotiation. You will use your initiative, analytical skills and judgement to solve problems whenever possible and escalate to senior colleagues in complex or contentious cases after considering potential options.
Explain complex information in a way that all customers can understand, adapting your style and tone to suit different audiences. You will demonstrate empathy and emotional intelligence to deliver excellent customer service, deescalating challenging situations and providing effective solutions.
Support the development of other colleagues and new starters by providing advice and coaching
Participate in outbound calling initiatives to ensure information held of the Register of Charities is up to date.
Champion customer service within the Commission. You will be expected to work with a continuous improvement mindset, proactively identifying opportunity for process improvements and efficiencies to help us better serve our customers.