At a Glance
- Tasks: Support customers globally with their applications and provide top-notch service.
- Company: Join Ecctis, a diverse and inclusive company dedicated to customer satisfaction.
- Benefits: Gain valuable experience in a fast-paced environment with opportunities for growth.
- Other info: Embrace change and work with a supportive team in a dynamic setting.
- Why this job: Be the first point of contact and make a real difference in customer experiences.
- Qualifications: Strong communication skills and a passion for helping others are essential.
The predicted salary is between 25000 - 30000 £ per year.
Support customers from around the world as they access Ecctis services and navigate their applications.
Purpose of role
The Customer Service Adviser works within the Individual Services Group, in the Enquiries Service Centre team, and acts as the first point of contact for individual users of our services from around the world.
The role provides key support and information about our services and application process, anticipating customer needs before, during and after applications are submitted.
You will be an ambassador for high standards of customer service, ensuring first-contact resolution is prioritised in all customer interactions.
Key responsibilities
- Handle enquiries relating to individual applications through a range of communication channels, including phone calls, live chat, emails and online messages.
- Provide support, comprehensive service information and guidance to customers.
- Build rapport with customers and treat all customers with respect.
- Respond to customer complaints positively and proactively.
- Deliver high standards of customer service, supporting Ecctis’ NPS customer satisfaction programme.
- Perform administrative tasks associated with the role.
- Service integrity
- Follow policies and procedures and adhere to GDPR principles.
- Support the coaching and development of colleagues, delivering feedback constructively.
- Update customer records with accurate and relevant information during customer contact.
- Contributions to the organisation
- Support the training of new starters and colleagues within the business.
- Support the wider team to respond to changing priorities and workloads to achieve Service Level Agreements.
- Other duties
- Abide by the Company’s policies and procedures and actively promote them within the team.
- Abide by the Company’s health and safety policies and procedures, considering your own health and safety and that of colleagues.
- Undertake any other reasonable duties as required.
Skills required
- Strong customer service skills, with patience and a supportive approach to a wide range of customers from different backgrounds.
- Strong verbal and written communication skills to support high standards of customer service.
- Able to work in a fast-paced environment with changing priorities and workloads.
- Excellent attention to detail and the ability to demonstrate high levels of accuracy.
- Able to multi-task between different tasks and systems to meet customer needs.
- Confident working with different technologies to help support customers.
- Able to work effectively as part of a team to achieve specified Service Level Agreements.
Person specification
- A supportive and co-operative team member.
- Self-motivated and takes ownership of their personal learning.
- Target driven and able to work to appropriate KPIs.
- Passionate about customer service and cares about the customer experience.
- Strives for continuous improvement, identifying opportunities during contact with customers.
- Comfortable working in a fast-paced environment.
- Embraces change and progress.
- Uses feedback as a positive tool for change.
- Has a passion for education and/or international mobility.
Education and qualifications
- Degree educated, desirable.
- Minimum of GCSE English and Maths at grades A* to C / 9 to 4.
- Demonstrable experience in a fast-paced customer service environment, preferably in multi-channel customer support and administration in a similar environment.
- Please note
: All applicants must hold a current permit or visa showing their right to work in the UK.
This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.
EDI statement
Ecctis Ltd is committed to fostering a culture of inclusivity and connectedness.
The core of our work involves working internationally with individuals all over the globe with different backgrounds.
In recruiting for our organisation, Ecctis Ltd is an Equal Opportunities Employer, and welcomes the unique contributions you can bring; therefore, we specifically welcome applicants of all backgrounds, regardless of race, including colour, nationality, and ethnic or national origin, sex or gender, gender reassignment, sexual orientation, religion or belief, age, marriage or civil partnership, pregnancy and maternity, or disability.
We recruit purely on merit and skills.
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Customer Service Adviser in Cheltenham employer: Ecctis Ltd
Ecctis Ltd is an exceptional employer, offering a unique opportunity for IT professionals to lead innovative digital transformation initiatives in a supportive and inclusive environment. With a strong focus on employee ownership, our team members are empowered to contribute meaningfully to the organisation's success, while enjoying robust professional development opportunities and a culture that values security and collaboration. Located in the UK, we provide a dynamic workplace where your expertise can drive impactful change on a global scale.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Adviser in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ecctis Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ecctis Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Adviser in Cheltenham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ecctis Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Ecctis Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ecctis Ltd!
How to prepare for a job interview at Ecctis Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
