Customer Support Advisor - Oxford, United Kingdom - Hellios Information Limited

Hellios Information Limited

Verified Company

Oxford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job title:

Customer Support Advisor - Supplier Support

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Team Leader

Job summary:

To provide excellent customer service in our Supplier Support team.

Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.

Key responsibilities

Build a rapport and strong relationship with customers by advice and support throughout the onboarding process
Make 4050 outbounds calls per day to supplier customers to explain the benefits of the scheme; to help them with their registration for the first time; to assist with renewal of their annual subscription
Accurately log and maintain records of customer contact, activity and outcomes on our CRM system
Provide accurate and clear information to supplier customers, explaining the benefits and processes involved to complete an online questionnaire required by our buyer customers
Speaking with customers with regard to payment of their subscription fee as a new or renewing customer
Actively participate in team meetings to share and exchange information
Work consistently to ensure personal targets relating to call rates are consistently met and exceeded

General

Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achieved
Be proactive at all times and 'go the extra mile' to uphold a first class customer experience

Key requirements

Knowledge and experience

Previous experience in a customer service environment
Working knowledge of data management and data analysis
Demonstrable experience of process improvement
Proven track record of working to deadlines and targets
Customer contact through inbound and high volume of outbound calls
Ability to adapt to the needs of a growing business

Qualifications and skills

Education to degree level (or equivalent)
Highest accuracy and attention to detail
Strong organisational skills
Detailed working knowledge of Excel to Intermediate or Advanced level
Articulate with a confident telephone manner
Strong communicator with good interpersonal skills
Commitment to provide excellent customer service at all times
Flexible in approach

Salary and remuneration
This post will attract a competitive salary and our benefits include:

Blended working
Performance related bonus scheme
25 days holiday per annum including 3 days between Christmas and New Year
Contributory pension scheme
Paid compassionate leave
Free car parking
Flexi Friday scheme
Refer a Friend scheme (applicable to some posts)
Varied programme of social events

Further information
The postholder will be required to work Monday to Friday, 37.5 hours per week.

There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational roles or a role in account management.

The Company's policy on blended working currently requires the postholder to work a minimum of 2 days per week in the office and this policy may be reviewed from time to time.

The Company
Hellios Information is a supplier information and risk management company operating in financial services, defence and retail industry sectors.

The company was founded to benefit major blue chip companies and their suppliers by providing a single streamlined approach by providing and sharing data across an industry community in areas such as modern slavery, cyber security and GDPR.

Hellios has grown from a start up in 2012 to having over 80 employees and turnover of more than £7million.

The Company is continuing to grow quickly and a key part of this role is to contribute to the Company's future growth

Salary:
£22,000.00-£24,000.00 per year

Benefits: