Client Support Executive in Hereford

Client Support Executive.

Do you love Customer Service, but feel your passion is going unnoticed?

Are you missing out on time with your family by having to work weekends and bank holidays?

We understand, so that’s why we're offering you an opportunity to join Acticare, a place where the customer always comes first, and an environment where you’ll find purpose and happiness in the job you do.

We are a family-run company, and we understand the importance of balancing hard work with valuable family time, so that's why we only work Monday to Friday - no more working weekends, or bank holidays.

To be successful at Acticare you must align with and emulate our Core Values, CARE. So, what does CARE stand for?

Client First:

You unselfishly think for others and understand how your job role impacts our customers. When colleagues are under pressure, you are willing to help to ensure the job is completed on time.

Always Deliver:

This is more than just ensuring orders are delivered on time, you will be accountable for anything you are asked to do and will ensure all tasks are completed on time and to an excellent standard. You will have a flexible attitude and approach to work and put your hand to anything which needs completing for the good of the team and company.

Raising Standards:

We are always looking for ways to raise standards for our colleagues and customers. This means taking pride in what we do, looking for ways to improve and taking ownership. If a customer asks you a question and you do not know the answer, you can be relied upon to find out and make sure they receive a responser.

Exceed Expectations:

You will always maintain a positive attitude, continuously be looking for ways to improve and to WOW colleagues and customers. Going the extra mile is the norm at Acticare.

So, do you align with our values?

If yes -, excellent, please read on and we look forward to receiving your application.

What does this opportunity involve?

We are currently seeking a Customer Service Advisor to join our growing team. If you’re successful, we’ll be looking for you to bring energy and positivity to our team, along with a passion for facilitating customer satisfaction and experience.

Key duties and responsibilities:

• Manage a busy inbox, processing sales orders, quotations, and other queries.
• Respond to customer queries in a timely and accurate manner, via phone, email, or live chat.
• Answer incoming telephone calls/enquiries and live chat (our target is to answer over 90% of incoming calls in less than 2 seconds!)
• Build sustainable relationships and engage clients by going the extra mile.
• Meet response time expectations for colleagues and customers (we’re all about speed of response).
• Handle challenges, provide appropriate solutions and alternatives within set time limits; follow up to ensure resolution. Keep records of client interactions, process client accounts and file documents.
• Spot opportunities to upsell products when they arise.
• Follow communication procedures, processes, and systems.
• Identify client needs and help clients use specific features on our web portal.
• Share client feedback and insights with Account Managers and other relevant team members.
• Ensure all outbound communications are always on brand.
• Attend and collaborate in department and company meetings.
• Support and participate in our continuous improvement programme.

Requirements

• A passion for creating exceptional experiences for customers.
• Humble and flexible attitude, aligning with our company values.
• Proven customer service skills.
• Excellent phone etiquette and active listening.
• A positive growth mindset.
• Client orientation and ability to adapt/respond to different types of characters.
• Clear communication and presentation skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Willingness to do whatever is needed to help the rest of the team.Excellent collaboration and oral written communication skills.
• Good sense of humour.

Job Details

• Salary – £ 32,500 (Based on 40 hours per week).
• Full Time – Permanent.
• Onsite in our Hereford Offices.
• Monday-Friday - no weekends.
• 08:30 – 17:00 (we will consider reasonable flexibility).
• 40 hours per week (we will consider reasonable flexibility).
• 29 days holiday (including bank holidays).
• Free lunch and refreshments.
• Free on-site parking.
• Company Pension Scheme.

Following the successful completion of a six month probation period the following further employee benefits are available:

• Private Medical Insurance
• Staff Discount
• Access to the employee bonus scheme (GBS).