Customer Support Advisor (Validations) in Oxford

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

Reporting to: Team Leader

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 offering support and advice throughout the validation process.
• Validate information received from online questionnaires with close attention to detail, and with reference to standard processes, guidelines, and procedures.
• Verifying various financial documentation, certifications and insurance policies, making sure that it is accurate, reliable, and coherent with company records and policies.
• Making 10-15 outbound calls a day to help guide customers through validation queries.
• Assisting with general inbound phone cover to help with customer support.
• Accurately log and update customer records on the status of their questionnaires using internal CRM application.
• Proficient user of validation process within our business system.
• Identify ways in which processes and procedures can be streamlined and made more efficient.
• Active participation in team meetings to share and exchange information.
• Consistently meet or exceed personal targets.
• Escalate customer issues to the Team Leader or Service Delivery team.

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.
• Ad hoc tasks assigned from time to time by the Team Leader to meet the needs of the business.

Key requirements

You’ll ideally have:

• 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 and time management 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, both written and verbal, with good interpersonal skills.
• Commitment to provide excellent customer service at all times.
• Flexible in approach.

Desirable

• Education to degree level (or equivalent).

Salary and remuneration

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

• Blended working.
• 25 days holiday.
• Contributory pension scheme.
• Paid compassionate leave.
• Free car parking.
• Flexi Friday scheme.
• 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 two days per week in the office and this policy may be reviewed from time to time.

The Company

Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR. Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 120 employees and establishing offices across the UK, The Netherlands, Spain, and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth. At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele.