Customer Support Advisor (Validations)

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

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

• Build a rapport and strong relationship with customers by offering support and advice throughout the validation process.
• Validate information received from online questionnaires with close attention to detail, and with reference to standard processes, guidelines, and procedures.
• Verifying various financial documentation, certifications and insurance policies, making sure that it is accurate, reliable, and coherent with company records and policies.
• Making 10-15 outbound calls a day to help guide customers through validation queries.
• Assisting with general inbound phone cover to help with customer support.
• Accurately log and update customer records on the status of their questionnaires using internal CRM application.
• Proficient user of validation process within our business system.
• Identify ways in which processes and procedures can be streamlined and made more efficient.
• Active participation in team meetings to share and exchange information.
• Consistently meet or exceed personal targets.
• Escalate customer issues to the Team Leader or Service Delivery team.

General

• Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achieved
• Be pro active at all times and 'go the extra mile' to uphold a first class customer experience
• Ad hoc tasks assigned from time to time by the Team Leader to meet the needs of the business

Key requirements

You'll ideally have:

Knowledge and experience

• Previous experience in a customer service environment
• Working knowledge of data management and data analysis
• Demonstrable experience of process improvement
• Proven track record of working to deadlines and targets
• Customer contact through inbound and high volume of outbound calls
• Ability to adapt to the needs of a growing business

Qualifications and skills

• Highest accuracy and attention to detail
• Strong organisational and time management skills
• Detailed working knowledge of Excel to Intermediate or Advanced level
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator, both written and verbal, with good interpersonal skills
• Commitment to provide excellent customer service at all times
• Flexible in approach

Salary and remuneration

This post will attract a competitive salary and our benefits include:

• Blended working
• 25 days holiday
• Contributory pension scheme
• Free car parking
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events

Further information

The Operations team deliver our core business to the highest quality and through first class customer service. All postholders should be computer literate with a good working knowledge of MS Office especially Excel. Extensive training will be given on specific applications.

The postholder will be required to work Monday to Friday, 37.5 hours per week.

There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational roles or a role in account management.

The Company's policy on blended working currently requires the postholder to work a minimum of two days per week in the office and this policy may be reviewed from time to time.