Customer Support Specialist – Part Time

We’re proud to be working with an award-winning local company who are looking for an enterprising Customer Support Specialist to join their knowledgeable and resourceful customer service team.

Through their provision of dedicated specialist account management, the company are extremely well-reputed in their industry and have developed several prestigious partnerships with a number of leading service providers.

The successful applicant will be the first point of contact for general external business calls and any account management enquiries, and will be required to resolve these in the best way possible according to the customer’s needs. You will also be responsible for effectively delivering administrative support to the mobile sales team.

Duties and responsibilities:

• Effectively managing all in-bound telephone calls and where possible resolving all customers’ requests and queries
• Taking a proactive approach to resolving customer queries productively and efficiently whilst maintaining full responsibility and accountability for the problem
• Providing first level advice and technical assistance to customers, along with first level fault desk fixes
• Delivering a triage style handover of issues which are beyond the CSA team’s ability to resolve following set escalation procedures, only passing on where everything has been done to resolve the query beforehand
• Ensuring that the customer is fully satisfied with the service provided at every point, meeting the relevant KPI levels
• Escalating any customer matters or competitor activity that may present risk or opportunities for the company
• Processing account and billing changes
• Analysing data to review usage and provide relevant and timely reporting
• Identifying potential sales opportunities

Skills and experience required:

• Previous experience of working successfully to sales targets, ideally within a telecommunications, utilities or services environment
• Passionate about delivering excellent customer service
• IT proficient, with a good working knowledge of Microsoft Word and Excel
• Takes ownership and responsibility for decisions and actions
• Dedicated to providing a quality and efficient service to customers and going extra mile to deliver results
• Confident, self-motivated, results driven and able to work independently or as part of a team
• Strong time management and organisational skills

Hours of work:

• 10.30am – 5.30pm Monday to Thursday and 9am – 5.30pm Friday

Salary and benefits:

• £18,025 – £20,600 pro-rata
• Hybrid working: 2 office days, 3 home working days per week
• 23 days annual leave (increasing to 25 days after 2 years’ service)
• Opportunity to buy or sell up to 5 days holiday
• Free on-site parking
• Perkbox access
• Healthcare plan
• Company events
• Virtual 24/7 GP access
• Employee assistance programme
• Casual dress