Customer Service Advisor - Candidate Holding Pool

Bluecrest Wellness Chichester, United Kingdom Contact Centre. An organisation with a strong purpose, vision and goal - we’re all about living health confident.

Position: Customer Service Advisor

Worthing, West Sussex

Full time, Permanent - Hybrid

£25,500 per year plus a competitive commission structure

We’re looking for charismatic, cheerful and compassionate individuals to join our Customer Service Advisor team here at Bluecrest! Led by our Customer Service Manager; Lou, you will be the first point of contact for our potential and existing customers. You’ll ensure that each customer you speak with receives exceptional customer service and a memorable customer experience.

Externally, we are a hard-working, driven team with a strong focus on providing an outstanding experience and getting the best outcomes for our customers. Internally, we are a unique and enthusiastic group that values collaboration, individuality, and open communication.

What we can offer you in return:

• A competitive salary of £25,500 per year
• Competitive commission structure of up to £2,400 per year available
• Four free Health Assessments per year, which can be used by yourself, family or friends
• A further 50% off any additional testing
• 23 days annual leave, rising to 25 days after 1 year, and rising an extra day each year up to 28 days – plus bank holidays on top!
• Sophos@Home protection
• EAP Scheme
• Enhanced family leave
• Life Insurance
• Employee referral bonus scheme of up to £1,000
• Matched company pension (up to 5% or up to capped amount)
• Cycle to Work Scheme
• Employee Charity Sponsorship Scheme
• Discounted Gym Membership
• Home office allowance – yearly allowance of £130 to make working from home more comfortable!

*After qualifying period & subject to terms and conditions and/or eligibility.

Your day-to-day duties will include:

• Managing inbound service enquiries from customers, across B2B, B2C and Strategic Partners, across multiple channels and identify opportunity to provide a positive experience
• Making outbound service-related calls to existing customers, including but not limited to; re-assessment callbacks, payment chasing, customer enquiries
• Assisting with and manage incoming sales enquiries, acting as overflow support to ensure a seamless customer experience.
• Providing effective support for customer complaints at Stage 1 and Stage 2, conducting thorough investigations and delivering positive outcomes
• Taking accountability and achieve all required customer interaction SLAs.
• Being open and proactive to coaching, feedback and service skills training
• Achieving an industry standard of Quality Assurance score of 95%
• Adhering to ISO 9001 and internal service policies
• Engaging with customers via multiple communication channels, addressing inquiries, resolving issues, and assisting with product or service-related questions
• Working closely with other departments to ensure that customer feedback is communicated and that customer needs are met in a timely and efficient manner

The above is not an exhaustive list of duties and responsibilities and the post holder is expected to undertake other duties appropriate to the role as may be reasonably required.

The hours:

Full time, Permanent

37.5 hours per week

These hours can fall any days between Monday and Sunday

Monday to Friday working hours, any times between: 7am – 8pm

Saturday and Sunday working hours, any times between: 8am – 5.30pm

Hybrid – 1 day per week in the office

Requirements:

What we’re looking for:

• Previous experience in a contact centre service-focused role, either Inbound or Outbound
• The capacity to listen attentively to the customer and identify any positive customer experience opportunities that meet the customer’s needs
• Flexibility to adapt to different customer types and communication styles, in a fast-paced environment
• Ability to handle challenging situations with patience and empathy
• Dynamic and performance/results-orientated individual
• Excellent verbal and written communication skills
• Dedicated to resolving customer enquiries with a focus on achieving first-call resolution
• Proficient use of Microsoft Office and customer service software
• Strong organisational skills
• Positive and proactive attitude
• A team player mindset
• Professional telephone manner
• Personal integrity and pride in work
• Excellent planning and organisation
• Ability to work well under pressure
• Interest in health care is desirable

Other information:

The next steps:

So, if you think you’ve got some exceptional skills to offer us and Bluecrest feels like a place where you can belong, we’d love to learn more about you. If your application is successful, the next steps will be a call from a member of our recruitment team to have the chance to get to know each other even better!

“Bluecrest Wellness is a proud promoter of the Equality Act 2010. We believe in fair treatment of all our employees and commit to promoting diversity in our employment practices. We do not discriminate in employment based on race, religion, sexual orientation, national origin, political affiliation, disability, age, marital status, medical history, parental status or genetic information. We base all our employment decisions on merit, job requirements and organisational needs. Our mission at Bluecrest is to welcome everyone and create inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.”