Customer Support Advisor (Supplier Support)

Job title:Location:Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PHReporting 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.Overview Job details include the above location and reporting lines, with responsibilities focused on customer service and supplier support in onboarding and service explanation.Key responsibilities Build a rapport and strong relationship with customers by advice and support throughout the onboarding processMake 40-50 outbound calls per day to supplier customers to explain the benefits of the scheme; to help them with their registration for the first time; to assist with renewal of their annual subscriptionAccurately log and maintain records of customer contact, activity and outcomes on our CRM systemProvide accurate and clear information to supplier customers, explaining the benefits and processes involved to complete an online questionnaire required by our buyer customersFirst line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process statusSpeaking with customers with regard to payment of their subscription fee as a new or renewing customerActively participate in team meetings to share and exchange informationWork consistently to ensure personal targets relating to call rates are consistently met and exceededGeneral Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achievedBe pro-active at all times and \’go the extra mile\’ to uphold a first class customer experienceKey requirements Knowledge and experience Previous experience in a customer service environmentWorking knowledge of data management and data analysisDemonstrable experience of process improvementProven track record of working to deadlines and targetsCustomer contact through inbound and high volume of outbound callsAbility to adapt to the needs of a growing businessQualifications and skills Highest accuracy and attention to detailStrong organisational skillsDetailed working knowledge of Excel to Intermediate or Advanced levelGood knowledge of other MS Office applicationsArticulate with a confident telephone mannerStrong communicator with good interpersonal skillsCommitment to provide excellent customer service at all timesFlexible in approachBenefits Blended workingPerformance related bonus scheme25 days holiday per annum including 3 days between Christmas and New YearContributory pension schemePaid compassionate leaveFree car parkingRefer a Friend scheme (applicable to some posts)Varied programme of social eventsFurther information The Operations team deliver our core business to the highest quality and through first class customer service. All postholders should be computer literate with a good working knowledge 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 per week.There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational roles or a role in account management.The Company\’s policy on blended working currently requires the postholder to work a minimum of 2 days per week in the office and this policy may be reviewed from time to time.The Company Hellios Information is a supplier information and risk management company operating in financial services, defence and retail industry sectors. The company was founded to benefit major blue chip companies and their suppliers by providing a streamlined approach by providing and sharing data across an industry community in areas such as modern slavery, cyber security and GDPR.Hellios has grown up from a start-up in 2012 to having more than 130 people with subsidiaries in 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 of Hellios and each of our employees is to provide the highest quality service and technology based on long term sustainable relationships with our buyer and supplier customers. To find out more about Hellios and the core values that underpin the culture of our people, partners and the way we work with our customers please visit our website at http://www.hellios.com

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