Customer Support Advisor - Preston, Lancashire

Job description

Customer Support Advisor

Location: Preston, Lancashire
Hours: 40hrs (FTE) - Service Operates 8am-8pm Mon-Fri, 9am-6pm Sat & Sun
Salary: £16k + Excellent Benefits

Due to recent expansion in our award winning Preston office we are pleased to announce the launch of a new campaign and an exciting opportunity to join the UK’s newest ISP/ Telecommunications provider. HGS at Tulketh Mill, Preston are currently looking to recruit Customer Support Advisors for our newest campaign. As an advisor you would provide a high degree of customer service as well as being able to problem solve and think on your feet. You will provide this service through a number of work streams including phone, email and live chat, maintaining the lifecycle of the customer to company standards throughout.

Here at HGS we work a little differently, from day 1 all eligible employees are enlisted in an apprenticeship programme which results in an Industry recognised qualification QFC (NVQ). Once an established advisor there are many more opportunities to develop with our internal Training & Management progression programmes. As an agent you would have access to on-site parking, access to an on-site gym, child care voucher scheme, Discount schemes, eye care voucher scheme & Company Pension Scheme.

Main Responsibilities:
• Handling both inbound and outbound customer service enquiry calls.
• Managing communications via written formats via email & Live Chat to a high standard.
• Take ownership of the customers’ situation, following it through to a successful conclusion, escalating where required.
• To manage all customers queries promptly, demonstrating our contact centre values at all times, thus providing first contact resolution to deliver a first class customer experience.
• Identify any potential technical issues, resolve or escalate within business guidelines
• Identify opportunities to add value to client accounts, retaining the business wherever possible

Skills Required:
• Knowledge of telecoms and broadband industry preferred
• Passionate about Customer Service
• Experience of working to SLAs/KPIs in a telephony environment
• Experience of working with computers and technology
• The ability to demonstrate problem solving
• Demonstrate excellent Numeracy & Literacy skills

Keywords: 1st Line Technical Support Advisor, Helpdesk Support, Customer Support, Customer Service Advisor.