Customer Support Advisor

Job title:

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Job summary:

To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support.

Keyresponsibilities

• Build a rapport and strong relationship withcustomers by advice and support throughout the onboarding process
• Make 40-50 outbounds calls per day to suppliercustomers to explain the benefits of the scheme; to help them with theirregistration for the first time; to assist with renewal of their annualsubscription
• Accurately log and maintain records of customercontact, activity and outcomes on our CRM system
• Provide accurate and clear information tosupplier customers, explaining the benefits and processes involved to completean online questionnaire required by our buyer customers
• First line support for a variety of customerenquiries including IT and procedural issues, concerns and complaints, updateson application and process status
• Speaking with customers with regard to paymentof their subscription fee as a new or renewing customer
• Actively participate in team meetings to shareand exchange information
• Work consistently to ensure personal targetsrelating to call rates are consistently met and exceeded

General

• Work together as part of the Operations team toensure overall KPIs and process deliverables are consistently achieved
• Be pro-active at all times and ‘go the extramile’ to uphold a first class customer experience

Keyrequirements

Knowledgeand experience

• Previous experience in a customer serviceenvironment
• Working knowledge of data management and dataanalysis
• Demonstrable experience of processimprovement
• Proven track record of working to deadlines andtargets
• Customer contact through inbound and high volumeof outbound calls
• Ability to adapt to the needs of a growingbusiness

Qualificationsand skills

• Highest accuracy and attention to detail
• Strong organisational skills
• Detailed working knowledge of Excel toIntermediate or Advanced level
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator with good interpersonalskills
• Commitment to provide excellent customer serviceat all times
• Flexible in approach

This post will attract a competitive salary and our benefits include:

• Blended working
• Performance related bonus scheme
• 25 days holiday per annum including 3 daysbetween Christmas and New Year
• Contributory pension scheme
• Paid compassionate leave
• Free car parking
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events

Furtherinformation

The Operations team deliver our core business to the highest quality andthrough first class customer service. All postholders should be computer literate with a good workingknowledge of MS Office especially Excel. Extensive training will be given on specific applications.

The postholder will be required to work Monday to Friday, 37.5 hours perweek.

There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational rolesor a role in account management.

TheCompany’s policy on blended working currently requires the postholder to work aminimum of 2 days per week in the office and this policy may be reviewed fromtime to time.

The Company

Hellios Information is a supplier information and risk managementcompany operating in financial services, defence and retail industrysectors. The company was founded tobenefit major blue chip companies and their suppliers by providing a singlestreamlined approach by providing and sharing data across an industry communityin areas such as modern slavery, cyber security and GDPR.

Hellioshasgrownupfromastart-upin2012tohavingmorethan130peoplewithsubsidiariesin The Netherlands, Spain, Ireland, Australia, and Denmark. The Company is continuing to grow quickly, and a key part of this role is to contribute to the Company’s future growth.

The ethos ofHellios and each of our employees is to provide the highest quality service andtechnology based on long term sustainable relationships with our buyer andsupplier customers. To find out more about Hellios and the core values thatunderpin the culture of our people, partners and the way we work with ourcustomers please visit our website at http://www.hellios.com