ghd430 - Senior Customer Quality Advisor (9 months fixed term)

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Posted: 13/03/2019 13:52
Start Date: Not Available
Salary: Competitive Salary
Location: Leeds Office
Level: Standard
Deadline: 13/06/2019 23:59
Hours: 40.00
Benefits: Competitive Benefits
Job Type: Fixed Term Contract

What’s the Job?

This role is accountable for responding to all customers’ enquiries received into the contact centre about its products and services through phone and email communication, maintaining the highest levels of service. This role will assist in the efficient interaction of all areas of the Customer Quality and associated departments. 

This will be for 9 months fixed term contract.

What will I do?

  • First point of escalation in Customer Quality team for complex customer queries, complaints and issues
  • Offer an excellent service experience to both our internal and external customers, answering queries predominantly by telephone but also e-mail
  • Aim to resolve all of our customers’ queries at first contact in a polite and professional manner
  • Driving initiatives and procedures to ensure the Customer Quality service levels are met and where possible exceeded
  • To maintain accurate records of all customer enquiries and correspondence
  • To ensure that the company returns database is accurately maintained and that completed records are updated
  • To be able to communicate clearly both verbally and in written form, on company decisions regarding enquiries received
  • To process all enquiries within the service standards set by the company including any associated administration duties
  • To undertake such responsibilities as requested to assist the company to maintain its service level to our customers
  • To undertake training pertinent to the position on product awareness, trading standards, product testing, legal awareness and objection handling
  • Other duties as designated by the Customer Quality & Experience Manager who may reassign responsibilities periodically


What skills and qualities will I need?

  • Experience of working within a Contact Centre environment
  • Proven written communication skills with excellent spelling, grammar and presentation skills 
  • Excellent telephone manner and good listening skills, with the ability to be able to effectively empathize with customers
  • The ability to use initiative and resolve customer problems, complaints and issues
  • A positive outlook and enthusiasm towards work and colleagues
  • Computer literate, with experience of MS Office applications and MS Access and should be a competent and accurate typist

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