Customer Support Advisor (Supplier Support) in Oxford

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

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.

Key responsibilities

• Build a rapport and strong relationship with customers by advice and support throughout the onboarding process.
• Make 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 subscription.
• Accurately log and maintain records of customer contact, activity and outcomes on our CRM system.
• Provide accurate and clear information to supplier customers, explaining the benefits and processes involved to complete an online questionnaire required by our buyer customers.
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status.
• Speaking with customers with regard to payment of their subscription fee as a new or renewing customer.
• Actively participate in team meetings to share and exchange information.
• Work consistently to ensure personal targets relating to call rates are consistently met and exceeded.

General

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

Key requirements

Knowledge and experience

• Previous experience in a customer service environment.
• Working knowledge of data management and data analysis.
• Demonstrable experience of process improvement.
• Proven track record of working to deadlines and targets.
• Customer contact through inbound and high volume of outbound calls.
• Ability to adapt to the needs of a growing business.

Qualifications and skills

• Highest accuracy and attention to detail.
• Strong organisational skills.
• Detailed working knowledge of Excel to intermediate or advanced level.
• Good knowledge of other MS Office applications.
• Articulate with a confident telephone manner.
• Strong communicator with good interpersonal skills.
• Commitment to provide excellent customer service at all times.
• Flexible in approach.

Benefits

• Blended working.
• Performance related bonus scheme.
• 25 days holiday per annum plus Bank Holidays.
• Contributory pension scheme.
• Paid compassionate leave.
• Free car parking.
• Refer a Friend scheme (applicable to some posts).
• Varied programme of social events.

Further 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.