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Senior Customer Services Advisor, Craven Arms
Client:
Connexus Location:
Craven Arms Job Category:
Customer Service EU work permit required:
Yes Job Reference:
21469292c3b1 Job Views:
65 Posted:
24.01.2025 Expiry Date:
10.03.2025 Job Description:
The vacancy We are looking for an exceptional candidate to work at a senior level to support & develop our dynamic Customer Services team to promote, develop and continuously drive improvements to our service delivery. You’ll be responsible for: Providing direct support and guidance to the Customer Service Advisors to enable delivery of a comprehensive service to customers, advising on services, policies, and procedures of Connexus. Line managing up to 4 Apprentices within the CST; mentoring them to achieve their qualification. Developing and maintaining a specific CST on-boarding training programme that is aligned to the vision and purpose of the Customer Services Team and the wider group. Ensuring reference materials and documents are kept relevant and up to date, to benefit both new starters and existing colleagues. Directly supporting all CST colleagues by providing specific training on service related issues. Supporting CST Team Leaders with colleague scheduling as and when required. Investigating dissatisfaction received from Customer surveys to enable positive resolution of such issues. Reporting on outcomes, lessons learnt and suggestions for service improvements. Assisting Team Leaders in the development, implementation and utilisation of new and existing technology and systems, including gathering/collating relevant information to feed into systems and supporting colleagues with their use. About you
We’re looking for an individual who has experience of working in a fast-paced customer facing role, with a passion for delivering excellent customer service. You’ll be confident in supervising colleagues and will be expected to assist Team Leaders in developing & training new and existing colleagues, whilst being able to think outside the box to consistently improve service delivery by streamlining process flows and fully utilising core system functionality to enhance the customer & colleague experience. You’ll be able to demonstrate working at a supervisory level with experience of mentoring & coaching or a willingness to undertake training. You will have passes in English and Maths at GCSE level or equivalent, and excellent IT skills. A flexible attitude is required to complement the importance of service delivery. This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices with Head office at Craven Arms and travel to other offices as required. Shortlisting date:
Thursday 26 October 2023 Interview date:
Thursday 09 November 2023 About Connexus
Connexus is a community focused housing group which aims to deliver good quality homes and services across Shropshire and Herefordshire. The work our teams do is varied, and no two days are the same. We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.
#J-18808-Ljbffr
Client:
Connexus Location:
Craven Arms Job Category:
Customer Service EU work permit required:
Yes Job Reference:
21469292c3b1 Job Views:
65 Posted:
24.01.2025 Expiry Date:
10.03.2025 Job Description:
The vacancy We are looking for an exceptional candidate to work at a senior level to support & develop our dynamic Customer Services team to promote, develop and continuously drive improvements to our service delivery. You’ll be responsible for: Providing direct support and guidance to the Customer Service Advisors to enable delivery of a comprehensive service to customers, advising on services, policies, and procedures of Connexus. Line managing up to 4 Apprentices within the CST; mentoring them to achieve their qualification. Developing and maintaining a specific CST on-boarding training programme that is aligned to the vision and purpose of the Customer Services Team and the wider group. Ensuring reference materials and documents are kept relevant and up to date, to benefit both new starters and existing colleagues. Directly supporting all CST colleagues by providing specific training on service related issues. Supporting CST Team Leaders with colleague scheduling as and when required. Investigating dissatisfaction received from Customer surveys to enable positive resolution of such issues. Reporting on outcomes, lessons learnt and suggestions for service improvements. Assisting Team Leaders in the development, implementation and utilisation of new and existing technology and systems, including gathering/collating relevant information to feed into systems and supporting colleagues with their use. About you
We’re looking for an individual who has experience of working in a fast-paced customer facing role, with a passion for delivering excellent customer service. You’ll be confident in supervising colleagues and will be expected to assist Team Leaders in developing & training new and existing colleagues, whilst being able to think outside the box to consistently improve service delivery by streamlining process flows and fully utilising core system functionality to enhance the customer & colleague experience. You’ll be able to demonstrate working at a supervisory level with experience of mentoring & coaching or a willingness to undertake training. You will have passes in English and Maths at GCSE level or equivalent, and excellent IT skills. A flexible attitude is required to complement the importance of service delivery. This role has been identified as suitable for hybrid working which will be a combination of home working and working from our offices with Head office at Craven Arms and travel to other offices as required. Shortlisting date:
Thursday 26 October 2023 Interview date:
Thursday 09 November 2023 About Connexus
Connexus is a community focused housing group which aims to deliver good quality homes and services across Shropshire and Herefordshire. The work our teams do is varied, and no two days are the same. We provide an excellent offer for colleagues which includes flexible working options combined with some fantastic benefits. We’re here to support colleagues at every step of the way with training and development opportunities, helping you make the most of your career. If you want to work with like-minded people and would like to make a difference to the lives of our customers, Connexus could be the right fit for you.
#J-18808-Ljbffr
