Customer Service Advisor

Customer Service Advisor

Bristol

£28,000 £32,000

About the role

As a Customer Service Advisor you will be responsible for handling complex cases as part of a dedicated team. You'll take ownership of, and resolve a range of sensitive, high risk and challenging cases, often dealing with vulnerable customers.

Responsibilities

• Lead the resolution of a range of cases, ensuring outcomes are agreeable and in line with industry and the organisation's regulations.
• Identify the root cause of all collections, ensuring each is dealt with in a timely manner through proactive communication with the customer and internal departments.
• Maintain up to date with industry regulations and products.
• Ensure accurate record keeping for all customer contact and decisions.
• Liaise with other departments as needed.
• Work in line with policies, procedures and SLAs.

Required skills & experience

• Previous experience within a call centre environment, preferably inbound.
• Proven experience taking ownership of cases seeing them through to resolution for the customer.
• Excellent communication and relationship building skills.
• Ability to work to KPIs.
• Prior experience within a regulated environment would be beneficial.
• Strong IT skills with the ability to multi task.