Customer Services Advisor

Posted 18 August 2021
Up to £9.50 per hour
LocationWolverhampton, Wolverhampton, England
Job type Permanent
DisciplineCustomer Support/Client Care
ReferenceBBBH463655_1629301611

Job description

Customer Services Advisor/First Line Support / Wolverhampton / Temp to perm £9.50 per hour

This is a fantastic opportunity to join a growing organisation as a Customer Services Advisor on a busy service desk

This role will initially be remote (equipment provided) returning to the office once restrictions are eased.

Role Summary:

Acting as the first point of contact to both internal and external customers
Managing incoming telephone calls/queries
Managing outgoing telephone calls/queries where necessary
Managing customer e-mails to both SLA and Quality standards.
Logging incoming calls and emails into incident ticketing tool
Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.
Maintain detailed and accurate records of actions taken to support the incidents resolution
Maintain clear communication lines in line with company guidelines
Identify major incidents and escalate where required
Monitor all outstanding tickets

Ideal person

Customer Service experience, or experience in providing 1st Line Support, ideally with a minimum of 1 year experience.
Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.
Ability to communicate with people at all levels (from end user to client).
Ability to take ownership of incidents and enquiries


Working arrangements:

This is a temporary role (with potential to go permanent) that supports internal and external Service Desks.
The service desk is currently covered 24/7 so you must be flexible to work both day and night shifts on a rotating shift pattern.
You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.
Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.

If you are looking for part time work, either covering weekend/ evenings or days please apply stating the hours that you are able to cover.

Kelly Services are acting as an Employment Business in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.

As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.