Customer Service Advisor - South West

Ref: 144 Date Posted: Tuesday 24 May 2022
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Customer services Advisor

The Operations team ensures the process from order to cash remains punctual, efficient and the client receives exceptional customer service.

This customer services advisor role is to deliver exceptional customer service support to customers. And Principal

Customer services Advisor Responsibilities/Duties

• Manage incoming telephone calls and email correspondence from customers

• Identify, investigate, and resolve a query, complaint or general enquiry from customers

• Complete paperwork relating to change of ownership requests

• Meet set targets & expectations for ensuring the best possible customer experience

• Record and track interactions with customers on the Focus Group CRM system

• Follow industry & company guidelines in relation to a customers’ contract with Focus Group

• Keep up to date with industry regulatory changes

• Keep up to date with any changes Focus Group make to terms and conditions

• Actively call existing customers to ascertain their experience

• Provide reception cover on a rota to cover lunchtimes, absence and ad hoc meetings


Essential Skills

• Excellent verbal and written communication skills

• Problem solving • Organised and motivated

• Ability to work alone and with a team environment

• Professional telephone manner

• Methodical and accurate recording of information Desired Skills

• Experience within a customer service/support role

• Industry experience desirable not essential

• Excellent telephone manner

• Previous experience investigating service issue complaints

• Ownership of complaint handling cases from start to resolution


Salary Is up to £25K depending on experience