Contact Centre Advisor - Securitas Technology : Job Details

Do you have experience within a call centre environment, with a passion for helping people with the ability to make people feel listened to and valued?

Are you looking for an opportunity where you can really make a difference and take ownership of a problem and see it through to the end?

If you are a confident, compassionate and positive person who always delivers a first-class customer experience during difficult times this is the role for you…..

Reporting to the Customer Experience Manager, as the Customer Services Advisor - National Accounts you will be responsible for supporting the administration of Key National Accounts within the Service Department, ensuring activities requested are delivered in a professional and efficient manner.

This is a full-time position, Monday to Friday based on site at our office in Birmingham - B6 7SS.

What you will be doing...

• The point of contact for Key Clients regarding general service-related issues and ensuring that all business metrics are met
• Responsible for ensuring designated Client Accounts as directed by Customer Experience Manager
• Liaising between departments to support customers as point of contact for designated Clients.
• Oversee all scheduled appointments and ensure that deliverables are within the contracted SLA's.
• Delivering exceptional customer service and ensuring productivity targets are met.
• Liaison with Scheduling and PPM teams to ensure contractual obligations.
• Maintaining at all times correspondence in the system.
• Updating/maintaining Client Excel spreadsheets
• Updating Client Web Portals as required
• Forecasting and analysing data against agreed business KPI's on a daily/weekly and monthly basis.
• Any additional tasks set by the Customer Experience Manager

What you will need…

• A can-do attitude and taking ownership of designated tasks
• Actively build and develop relationships with customers
• Excellent time management and planning skills.
• Confident and self-motivated and dealing positively with customers
• Prioritising and organising own workload & ability to prioritise tasks
• Displaying flexibility to ensure the achievement of targets.
• Implementation and management of business processes and procedures to drive efficiencies and customer satisfaction.
• Displaying transparency and respect for others
• A helpful and flexible attitude to handling customer queries
• Ability to spot the opportunities for process improvement
• Computer literacy and ideally knowledge of service management systems
• Demonstrate a passionate commitment to the business