Customer Service Advisor

Rate: £14.37 per hour

Contract: 3 months

Location: Shelton, Shrewsbury

Hours: Full-time

What you will be doing: You will be working with external suppliers, field managers, operatives and customers in order to ensure a first-class service is being delivered.

As a Customer Service Advisor, you will manage the workflow for our field operatives and technicians in real-time, ensuring they receive the right work at the right time. You will handle new jobs as they come in, contact customers to explain the process, set expectations, and provide regular updates.

Role Responsibilities:

• Communicate effectively with customers, sometimes having challenging conversations regarding the status and progress of repairs.
• Manage the intake of new jobs, contact customers, explain the process, and set clear expectations.
• Provide regular updates to customers, typically every 10 days, and monitor the progress of each job.
• Assess situations involving vulnerable customers and make recommendations for free-of-charge services when appropriate.
• Transition between different stages of the process as required, adapting to the dynamic nature of the job flow.

Requirements: 

• Excellent communication skills and the ability to handle difficult conversations with empathy and professionalism.
• Strong organisational skills with the ability to manage multiple jobs at various stages of the process.
• A customer-centric approach, with the ability to identify and support vulnerable customers.
• Adaptability and flexibility to move between different tasks and stages as needed.
• Experience in a similar role is advantageous but not essential.
• IT literacy

How to Apply

• If you meet the qualifications outlined above, we want to hear from you.

Please note: This role is advertised by Morson Talent on behalf of our client. Only shortlisted candidates will be contacted.