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- Tasks: Manage customer enquiries and ensure swift issue resolution.
- Company: Blue Arrow connects talented individuals with great job opportunities.
- Benefits: Flexible shifts, supportive work environment, and a focus on personal development.
- Why this job: Join a dynamic team making a real impact in customer service.
- Qualifications: Previous customer service experience and excellent communication skills required.
- Other info: We are a Disability Confident Employer, promoting inclusivity.
The predicted salary is between 24000 - 36000 £ per year.
Blue Arrow are currently recruiting for a number of Customer Service Officers for our client based near the city centre of Edinburgh. The role will see the successful candidates managing customer enquiries in line with SLAs and KPIs. The office is open between the hours of 9am and 7pm Monday to Friday, and you will work 37 hours per week on various shift patterns to cover this. With excellent customer service skills, you will ensure the customer journey is managed efficiently, with issues resolved in a swift and satisfactory manner.
Main Duties:
- Managing customer enquiries: you will ensure that all incoming customer enquiries are resolved to agreed service levels, with real focus on right first-time resolution of all issues.
- Ensuring that factual and relevant advice is presented to the customer.
- Provide information and, where appropriate, make referrals on behalf of customers to relevant third parties for additional support.
- Advocate advice for Warmer Homes Scotland and having a comprehensive understanding of the scheme.
- You will ensure that your individual targets are met, and that excellent customer service is maintained.
- Maintain an accurate and up to date basic knowledge of energy efficiency measures available on the programme.
- Handle exceptions to customer journey: proactively identify and help to resolve any customers suffering delays or experiencing issues in progressing through the customer journey.
- Work with local third parties: form relationships with key contacts at a local and regional level that can help to tackle customer enquiries or assist in unblocking issues that may impact or delay the customer journey.
- Liaise with our clients Subcontractor team to ensure that there is a smooth customer journey when there are issues impacting installations going ahead.
- If required, provide face to face support for customers with communication challenges.
- Proactively identify improvements to service delivery: proactively identify ideas and suggest improvements to the company's customer journey, positively and constructively raising areas for enhancement to the customer experience.
- Support the successful resolution of customer complaints and appeals regarding Warmer Homes Scotland.
- Manage all complaints & appeals within Service Level Agreement requirements.
- Be a main point of contact for any complaints that have been assigned to you by the Customer Manager or Senior Customer Service Officer.
Experience/Skills:
- Previous experience in a customer service role.
- Ideally you will have experience in dealing with vulnerable customers.
- Experience of working in a call centre.
- Previous office administration experience.
- Excellent communication skills, both written and oral.
- A target orientated approach.
- A team player.
- Ability to problem solve.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Customer Service Officer employer: Blue Arrow
Contact Detail:
Blue Arrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Officer
✨Tip Number 1
Familiarise yourself with the Warmer Homes Scotland scheme. Understanding the specifics of this programme will not only help you answer customer queries more effectively but also demonstrate your commitment to the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you feel more confident in managing customer complaints and providing support to vulnerable customers.
✨Tip Number 3
Network with current or former customer service professionals. They can provide insights into the day-to-day responsibilities and challenges of the role, which can be invaluable during interviews.
✨Tip Number 4
Be prepared to discuss how you would improve customer service delivery. Think of specific examples or ideas that could enhance the customer journey, as this shows initiative and a proactive approach to problem-solving.
We think you need these skills to ace Customer Service Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise any previous work with vulnerable customers and your ability to resolve issues efficiently.
Craft a Compelling Cover Letter: Write a cover letter that showcases your excellent communication skills and your understanding of the customer journey. Mention specific examples of how you've successfully managed customer enquiries in the past.
Highlight Relevant Skills: In your application, focus on skills that align with the job description, such as problem-solving abilities, teamwork, and a target-oriented approach. Use keywords from the job listing to demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Blue Arrow
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples where you successfully resolved customer enquiries or complaints, especially if they involved vulnerable customers.
✨Understand the Company and Its Services
Research Blue Arrow and their client’s services, particularly the Warmer Homes Scotland scheme. Demonstrating knowledge about their offerings will show your genuine interest in the role and help you answer questions more effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to manage difficult customer interactions and how you resolved them, focusing on achieving a 'right first-time' resolution.
✨Emphasise Teamwork and Communication
As a Customer Service Officer, you'll need to work closely with others. Be ready to discuss how you collaborate with team members and local third parties to enhance the customer journey, showcasing your communication skills.
