At a Glance
- Tasks: Provide top-notch customer support across various channels and resolve queries efficiently.
- Company: Join a dynamic team within a leading advisory service provider.
- Benefits: Flexible working hours, professional development, and a supportive work environment.
- Other info: Opportunity to build relationships and grow within a collaborative community.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Start date: 3rd Aug
3 Months Contract
Main purpose of the job:
Provide a professional advisory service to customers across a broad range of queries and processes, including supporting with complex case management, producing correspondence and handling customer queries. Interact with customers using various communication channels, such as ticketing system, phone calls and live chat. Where possible, and in line with agreed procedures, the One Desk Advisor will provide first contact resolution, taking ownership of queries to point of resolution. Take responsibility for managing and dealing with contacts that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA's and within company policy/process. To deliver this service it is key that excellent working relationships are built with internal and external stakeholders.
Duties and responsibilities:
- Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channels such as telephone, email and chat to enhance the customer service experience.
- Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working.
- Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes.
- Collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service.
- Be seen as an expert in general and company specific and relevant policies, processes, technology and systems.
- Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs.
- Provide a flexible working approach, with the ability to support the wider PS Hub teams when required.
- Utilise training materials to provide query resolutions.
- Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided.
- Provide a flexible service, and implement agreed modifications or workarounds where appropriate.
- Contribute to updating and maintaining training materials when requested.
Special working conditions: You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.
Isd - One Desk Advisor employer: UCL
As a One Desk Advisor, you will thrive in a dynamic and supportive environment that prioritises exceptional customer service and employee development. Our company fosters a collaborative work culture where you can build strong relationships with colleagues and customers alike, while benefiting from flexible working arrangements and comprehensive training resources. Join us to enhance your skills and contribute to a forward-thinking team dedicated to delivering outstanding service.
StudySmarter Expert Advice🤫
We think this is how you could land Isd - One Desk Advisor
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with customers through various channels, it’s crucial to sound confident and clear. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Isd - One Desk Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the One Desk Advisor role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since this role involves interacting with customers through various channels, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively resolved queries in the past.
Highlight Problem-Solving Abilities:The One Desk Advisor position requires a knack for first contact resolution. In your application, share specific instances where you've taken ownership of a problem and successfully navigated it to resolution. We love seeing proactive problem solvers!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at UCL
✨Know Your Stuff
Make sure you’re well-versed in the company’s policies and processes. Brush up on their customer service approach and be ready to discuss how you can provide first contact resolution. This shows you’re not just interested in the role, but you understand what it takes to excel in it.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service and case management. Think about scenarios where you’ve successfully resolved queries or built relationships with stakeholders. This will help you articulate your experience clearly and confidently during the interview.
✨Show Off Your Communication Skills
Since the role involves interacting through various channels, demonstrate your communication skills. Be clear and concise in your answers, and don’t hesitate to ask for clarification if you need it. This will reflect your ability to handle customer queries effectively.
✨Be Flexible and Adaptable
Highlight your willingness to work outside standard hours and adapt to changing situations. Share examples of how you’ve been flexible in previous roles, as this is crucial for a position that may require shift work and collaboration with different teams.
