At a Glance
- Tasks: Support customers via phone and webchat, manage schedules, and mentor colleagues.
- Company: Values-driven organisation focused on 100% customer satisfaction.
- Benefits: Competitive salary, bonus, hybrid working, and supportive training environment.
- Other info: Dynamic role with opportunities for personal and professional growth.
- Why this job: Join a growing team and make a real difference in customer service.
- Qualifications: Experience in customer service, training, and strong communication skills.
Location: Southampton
Salary: £31,000 per annum + Bonus
Working Pattern: Hybrid (once fully trained)
Hours: Monday to Saturday, 5 days per week 8:00am-4.30pm or 9:00am-5:30pm (Saturdays 8am - 4pm and working from home once trained) Saturdays worked on a 1-in-2 rota, with a lieu day during the week.
About the Company
Our client is an established, values-driven organisation that genuinely invests in its people. With a strong commitment to delivering 100% customer satisfaction, they are seeking a Senior Customer Service Advisor to join their growing team. This role is ideal for a customer-focused professional with experience in training, coaching, and supporting colleagues in a contact centre or customer service environment.
Key Responsibilities
- Liaise with customers via telephone and webchat, responding to enquiries professionally and efficiently.
- Book appointments and manage customer schedules.
- Obtain and evaluate relevant information to resolve product and service enquiries.
- Provide accurate pricing and service information.
- Support administrative tasks, including managing returned mail and updating customer records.
- Assist the marketing team by contacting existing customers with promotional offers.
- Promote and offer the full range of appointments and services.
- Conduct customer follow-up calls following purchases or non-purchase interactions.
- Support, mentor, and coach new and existing colleagues through structured training.
- Contribute to the efficiency of call centre systems, including call routing and handling.
- Assist with coaching the team to achieve departmental targets.
- Act as the first point of escalation for customer concerns and complaints, ensuring resolution in line with business procedures.
- Proactively monitor colleague calls on a monthly basis and produce performance, issues, and training needs reports for senior management.
Skills and Experience Required
- Excellent verbal and written communication skills.
- Strong active listening capability.
- Proven problem-solving and analytical skills.
- High attention to detail and accuracy.
- Self-motivated with the ability to lead by example.
- Strong customer-focused approach.
- Adaptable, with the ability to work on own initiative.
- Ability to work under pressure and consistently meet targets.
- Demonstrable teamwork and leadership skills.
- Previous experience in training and coaching colleagues.
- Confident IT and system literacy.
If this role is of interest to you and you have the necessary skills and experience, please don't hesitate to APPLY. Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy. Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.
Senior Patient Support Advisor in Southampton employer: Tate
Tate in Uxbridge is an exceptional employer that fosters a collaborative and innovative work culture, where your passion for art can thrive alongside your professional growth. With a commitment to employee development and a focus on impactful audience insights, you will have the opportunity to lead a talented team while shaping strategies that resonate globally. Enjoy a supportive environment that values creativity and encourages continuous learning, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Patient Support Advisor in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tate. 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 Tate 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 Senior Patient Support Advisor in Southampton
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 Tate:Your cover letter is your chance to shine! Tell us why you want to work at Tate 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 Tate!
How to prepare for a job interview at Tate
✨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.
