Customer Support Advisor (Supplier Support)

Job title:

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Job summary:

To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.

Key responsibilities:

1. Build a rapport and strong relationship with customers by advice and support throughout the onboarding process.
2. Make 40-50 outbound calls per day to supplier customers to explain the benefits of the scheme, assist with registration, and renewal of subscriptions.
3. Accurately log and maintain records of customer contact, activity, and outcomes on our CRM system.
4. Provide clear information to supplier customers about benefits and processes involved in completing an online questionnaire.
5. Offer first line support for customer enquiries including IT, procedural issues, concerns, and complaints, and update on application status.
6. Discuss payment of subscription fees with new or renewing customers.
7. Participate in team meetings to share information.
8. Meet and exceed personal call rate targets.

General:

• Work as part of the Operations team to meet KPIs and process deliverables.
• Be proactive and strive to uphold a first-class customer experience.

Key requirements:

Knowledge and experience:

• Previous experience in customer service.
• Knowledge of data management and analysis.
• Experience in process improvement.
• Ability to work to deadlines and targets.
• Experience with high-volume inbound and outbound calls.
• Ability to adapt to a growing business.

Qualifications and skills:

• High accuracy and attention to detail.
• Strong organizational skills.
• Intermediate or advanced knowledge of Excel.
• Proficiency in MS Office applications.
• Confident telephone manner.
• Strong communication and interpersonal skills.
• Commitment to excellent customer service.
• Flexible approach.

This post offers a competitive salary and benefits including:

• Blended working arrangements.
• Performance-related bonus scheme.
• 25 days holiday plus Christmas and New Year break.
• Contributory pension scheme.
• Paid compassionate leave.
• Free parking.
• Refer a Friend scheme (some roles).
• Social events.

Further information:

The Operations team ensures high-quality service delivery. All applicants should be computer literate, especially in MS Office, with extensive training provided. The role is Monday to Friday, 37.5 hours/week, with potential for career progression to senior or specialist roles. The company currently requires a minimum of 2 days/week in the office, subject to review.

The Company:

Hellios Information is a risk management company operating across various industries, providing data sharing solutions to major clients. Founded in 2012, it has grown significantly and continues to expand globally. Our ethos is to provide high-quality service and technology based on sustainable relationships. For more information, visit our website .