Amour Recruitment are working with a leading Training Provider in Cardiff, who are looking for a Customer Service Advisor to join their Customer Satisfaction Team.
Salary £19,500 plus a long list of benefits!
Hours are 35 per week Monday to Friday – 0900-1630.
Purpose of the Role
To contribute to the efficiency and effectiveness of the company by providing outstanding customer service to all customers & clients.
The Candidate
Will have excellent communication skills and interpersonal skills. Excellent digital skills, good organisational skills and have an excellent telephone etiquette.
You will have previous Customer Service & Administration experience, and also be familiar with working in a target driven environment.
Duties
As a Customer Service Advisor you will be:
• Responsible for using in-depth knowledge of Welsh Government and products, services, processes and systems to deliver appropriate and desired customer outcomes.
• Responsible for finding solutions for customers and giving them best advice regarding our services, products and contracts.
• To be the first point of contact for all customers accessing all provisions across the Network
• Responsible for working in partnership on a daily basis with internal and external teams to discuss individual customers wishing to join the provision.
• Responsible for working through provision referrals and be the first point of contact to each customer by offering a warm call to establish the information on the referral form and start the engagement process for the customer.
• Responsible for the coordination of all the eligibility documentation, registration, certification and compliance paperwork for all customers
• Responsible for booking the customer on the next available induction and run through all the necessary booking information with the individual.
• Responsible for sending the customer welcome information and paperwork.
• To be the main point of contact for the customer through the welcome process and before they start officially on any provision.
• Responsible for supporting teams regarding customers who fail to attend.
• Responsible for managing the in-work support process for each customer.
• Responsible for managing the tracking process for each customer.
• Responsible for managing the mentoring calls for each participant.
• Accountable for meeting the necessary contractual KPIs in relation to your role.
• Responsible for updating everything digitally in a timely manner, ensuring correct content, accurately and within a compliant manner.
• Responsible for dealing with complaints and queries in a timely, professional and effective manner.
• Responsible for dealing with all customer/ employer satisfaction surveys or telephone calls.
• To support with audit preparation on a regular basis ensuring all contractual requirements are addressed.
Apply for immediate consideration