Senior Customer Service Advisor

Senior Customer Service Advisor Birmingham Business Park Mon - Fri 08.30 - 17.30 £29971.8 per annum Purpose of the role: The role of Senior Customer Service Advisor is to proactively manage customer account contact regarding in flight issues and communication through relationship and inbox management. Reports to: Customer Service Supervisor Stakeholders: All BCA employees, Account Holders, Customers Responsibilities Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers and Customer Service Supervisors Managing communication of in-flight issues with customers and proactively working with driver operations team to resolve them Act as a point of escalation for dissatisfaction relating to designated accounts Management of designated account inboxes to ensure timely response and resolution of issues Understanding of customer SLA’s and proactively takes steps to achieve them Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries Arranging and conducting meetings with designated accounts, delivering presentations Inbound and outbound Customer Calls Provide support and mentoring to Customer Advisors Provide day to day support to Customer Service Supervisors Deputise for Customer Service Supervisor in their absence Skills & Experience A problem solver who adopts a solutions-based approach A positive, forward thinking, and innovative approach Strongly Customer Service focused with a high standard of customer service ethics Well organised and disciplined to manage workloads and priorities to achieve deadlines An excellent communicator with strong communication skills verbally and in writing A strong team player Highly motivated and energetic Experience of managing Customer Relationships Experience in meeting strict deadlines Dynamic approach to complex situations Experience producing reports for different audiences IT Literate & fast adapting to different packages 3 years Customer Service Experience in a contact centre environment

Birmingham Business Park

Mon - Fri 08.30 - 17.30

£29971.8 per annum

Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand

Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey

To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers and Customer Service Supervisors

Managing communication of in-flight issues with customers and proactively working with driver operations team to resolve them

Act as a point of escalation for dissatisfaction relating to designated accounts

Management of designated account inboxes to ensure timely response and resolution of issues

Understanding of customer SLA’s and proactively takes steps to achieve them

Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries

Arranging and conducting meetings with designated accounts, delivering presentations

Inbound and outbound Customer Calls

Provide support and mentoring to Customer Advisors

Provide day to day support to Customer Service Supervisors

Deputise for Customer Service Supervisor in their absence

A problem solver who adopts a solutions-based approach

A positive, forward thinking, and innovative approach

Strongly Customer Service focused with a high standard of customer service ethics

Well organised and disciplined to manage workloads and priorities to achieve deadlines

An excellent communicator with strong communication skills verbally and in writing

A strong team player

Highly motivated and energetic

Experience of managing Customer Relationships

Experience in meeting strict deadlines

Dynamic approach to complex situations

Experience producing reports for different audiences

IT Literate & fast adapting to different packages

3 years Customer Service Experience in a contact centre environment