At a Glance
- Tasks: Be the first point of contact for customers, delivering outstanding service and support.
- Company: Join a leading company providing at-home eye and hearing tests since 1987.
- Benefits: Competitive salary, commission, and a supportive work environment.
- Other info: Flexible hours with opportunities for personal growth in a dynamic team.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and a passion for excellent customer service.
The predicted salary is between 25000 - 30000 £ per year.
Location: Head office, Swindon
Contract type: Permanent
Salary: £24,784.50 per annum pro rata + commission
Hours: Monday to Friday 37.5 hours per week - Requirement to work weekends on rota basis
Background: OutsideClinic was founded in 1987 and now provides over 100,000 at home eye tests and 10,000 at home hearing tests each year. The business has revenues of £40m and employs 300 people. The business provides services to the 75+ age group, that find it challenging to visit the high street.
Job Summary: As a Customer Service Advisor, you will be the first point of contact for our customers, playing a key role in shaping their experience from the very first interaction. Alongside delivering outstanding service, you will take a proactive approach to each conversation, recognising opportunities to support customers and their households with the most appropriate services. Whether that is arranging an appointment, identifying eligibility for NHS services, or introducing additional support, you will ensure every interaction adds value.
Principal Accountabilities:
- Deliver a high standard of customer service by taking ownership of enquiries and resolving them at first point of contact wherever possible.
- Confidently guide conversations to understand customer needs, identifying appropriate services and gently introducing additional support where relevant.
- Proactively recognise opportunities to offer NHS and private services to both customers and other members of their household.
- Arrange and confirm appointments in a way that meets customer needs while supporting an efficient and well planned clinical schedule.
- Follow up with customers to understand their experience and offer further assistance where needed.
- Handle inbound communication from field based clinical colleagues, supporting quick and effective resolution of queries.
- Work towards individual and team targets that support both service excellence and business growth.
- Identify natural opportunities within conversations to secure new appointments.
- Contribute ideas and feedback to continuously improve the customer experience.
About You: You will bring a natural ability to build rapport and confidence with customers, combined with a mindset that looks beyond the immediate enquiry to understand how else we can help.
You Will Have:
- Strong communication skills, both verbal and written, with the ability to build trust quickly.
- A genuine passion for delivering excellent customer service.
- Confidence in recognising opportunities to enhance the customer experience in a way that feels natural and supportive.
- The ability to multitask across systems while managing customer interactions.
- A solution focused approach with the drive to see things through.
- A positive, proactive attitude and a desire to achieve strong personal performance.
- Flexibility and adaptability in a changing environment.
- Good attention to detail.
Customer Service Advisor - Swindon employer: OutsideClinic
OutsideClinic is an exceptional employer, offering a supportive work culture that prioritises employee growth and development. Located in Swindon, our head office fosters a collaborative environment where Customer Service Advisors can thrive, with opportunities to enhance their skills while making a meaningful impact on the lives of our customers. With competitive salaries, commission potential, and a commitment to service excellence, we empower our team to deliver outstanding support to those who need it most.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OutsideClinic. 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 OutsideClinic 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 Advisor - Swindon
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 OutsideClinic:Your cover letter is your chance to shine! Tell us why you want to work at OutsideClinic 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 OutsideClinic!
How to prepare for a job interview at OutsideClinic
✨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.
