Customer Service Senior Advisor

Crown Commercial Service

1d • Hybrid

About The Position

The role is a blend of team coordination and technical execution. You will solve routine problems within clear organisational boundaries as part of a diverse 20-person team across four sites. You will deliver world-class support in our award-winning centre, managing high-capacity workflows, including 1,500+ weekly enquiries and 100 daily calls. This includes maintaining our high standards, building on the achievement of scoring 8.8 in CSAT last financial year against a target of 7.7. This multifaceted role also offers opportunities for involvement in projects and low-value procurement.

Requirements

• Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
• Ability to work as part of a team and with a customer service ethos.
• A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.
• Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool with excellent analytical, verbal and written communication skills.

Nice To Haves

• Experience in delivering at pace
• Experience in managing a quality service
• Experience in working together
• Experience in communicating and influencing

Responsibilities

• Resolve customer enquiries of varying complexity across multiple channels by applying comprehensive product expertise and industry best practices.
• Recording quality data within CRM and GCA systems
• Conduct targeted outbound outreach to resolve high-level technical escalations and enhance customer support.
• Contribute to the delivery of departmental targets and GCA wider objectives.
• Engage, support and coach peers in a busy and challenging Customer Service Centre environment.
• Act as a reliable subject matter expert within the team whilst also leading by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
• Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria
• Takes full ownership of role-specific complaint resolution processes, ensuring strict adherence to GDPR protocols.
• Develop knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre
• Onboarding of new suppliers onto DPS frameworks in line with compliance guidelines.
• Deliver low complexity procurement activities on behalf of GCA customers.
• Identify on-going assisted procurement opportunities with existing/ prospective customers.

Benefits

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed