Job Description Job title Customer Service Advisor Team Commercial Band 7 Reporting to Customer Service Manager Management responsibility N/A Purpose of the job The key purpose of this role is to provide an excellent Customer experience to all prospects and customers of the scheme through our multi channelled contact centre. You will be explaining the intricacies of the scheme, clarifying all aspects of the customer journey, supporting our customers to progress and succeed where possible with their individual business ventures. All queries will be dealt with in a professional and timely fashion, acting as a Customer Ambassador who is effective in identifying customer issues and monitoring the impact and quality of the Start-Up Loans (‘SULCo’) programme and the performance of its Delivery Partners. Main duties 1) Serve Customers and partners by providing product and service information. 2) Attract potential Customers through proactive campaigns and tele marketing; answering product and service questions. 3) Resolve product or service problems by clarifying a customer complaint; determining the cause of the problem; working to find the best solution; expediting correction or adjustment; following up to ensure resolution. 4) Collect and report customer feedback to the business to ensure that good practice is recognised and substandard performance is highlighted, using telephone based research questionnaires and call scripts to obtain quantitative and qualitative data. 5) Assist the Customer Services Manager in identifying and addressing any concerns raised by customers, in developing the customer services proposition and in developing a community of interest programme for SULCo loan recipients; using technology where appropriate. 6) Undertake research in support of assigned campaigns and in line with a schedule agreed with the Customer Services Manager to a high standard of professionalism and integrity. 7) Analyse data collected through research activities and ensure findings are reported through an agreed format and to the relevant departments once signed off by the Customer Services Manager. 8) Develop and maintain your knowledge of SULCo's products and operations and use this knowledge to engage with the company's customers. 9) Ensure all internal and external data protection protocols are followed and maintained. 10) Complete any ad-hoc tasks and projects as assigned by the Customer Service Manager including supporting the administration tasks of the team in managing responses to email and web chat traffic in periods of peak activity. 11) Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third party suppliers and support the company’s mission. KPIs 80% of inbound calls answered within 20 seconds and drop call rates > 5% Meeting outbound call campaigns of up to 4 completed calls/an hour with up to 15 attempts/an hourwith excellent quality of record logging Maintaining response time SLAs, that include email response rates, Tier 1 complaints handling, and web chat response rates Customer satisfaction rates Call and written response quality Knowledge and experience Experience of working in a Customer Services environment; preferably in a fast paced and targeted Contact Centre environment. Excellent telephone manner and communication skills, both verbal and written. Ability to build rapport with callers quickly and is efficient at gathering relevant information. Ability to manage routine and repetitive work and remain focused and effective. Ability to work effectively, independently and within a collaborative team-orientated environment using sound judgment in decision making. Strongly customer focused, understands and has delivered high standards of customer service and
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Job DescriptionJob title Customer Service Advisor Team Commercial Band 7Reporting to Customer Service Manager Management responsibility N/A
Purpose of the jobThe key purpose of this role is to provide an excellent Customer experience to all prospects and customers of the scheme through our multi channelled contact centre. You will be explaining the intricacies of the scheme, clarifying all aspects of the customer journey, supporting our customers to progress and succeed where possible with their individual business ventures.
All queries will be dealt with in a professional and timely fashion, acting as a Customer Ambassador who is effective in identifying customer issues and monitoring the impact and quality of the Start-Up Loans (‘SULCo’) programme and the performance of its Delivery Partners.Main duties
1) Serve Customers and partners by providing product and service information.2) Attract potential Customers through proactive campaigns and tele marketing; answering product and service questions.3) Resolve product or service problems by clarifying a customer complaint; determining the cause of the problem; working
to find the best solution; expediting correction or adjustment; following up to ensure resolution. 4) Collect and report customer feedback to the business to ensure that good practice is recognised and substandard
performance is highlighted, using telephone based research questionnaires and call scripts to obtain quantitative and qualitative data.
5) Assist the Customer Services Manager in identifying and addressing any concerns raised by customers, in developing the customer services proposition and in developing a community of interest programme for SULCo loan recipients; using technology where appropriate.
6) Undertake research in support of assigned campaigns and in line with a schedule agreed with the Customer Services Manager to a high standard of professionalism and integrity.
7) Analyse data collected through research activities and ensure findings are reported through an agreed format and to the relevant departments once signed off by the Customer Services Manager.
8) Develop and maintain your knowledge of SULCo's products and operations and use this knowledge to engage with the company's customers.
9) Ensure all internal and external data protection protocols are followed and maintained.10) Complete any ad-hoc tasks and projects as assigned by the Customer Service Manager including supporting the
administration tasks of the team in managing responses to email and web chat traffic in periods of peak activity.11) Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third party
suppliers and support the company’s mission.
KPIs
80% of inbound calls answered within 20 seconds and drop call rates > 5% Meeting outbound call campaigns of up to 4 completed calls/an hour with up to 15 attempts/an hourwith excellent
quality of record logging Maintaining response time SLAs, that include email response rates, Tier 1 complaints handling, and web chat response
rates Customer satisfaction rates Call and written response quality
Knowledge and experience Experience of working in a Customer Services environment; preferably in a fast paced and targeted Contact Centre
environment. Excellent telephone manner and communication skills, both verbal and written. Ability to build rapport with callers quickly and is efficient at gathering relevant information. Ability to manage routine and repetitive work and remain focused and effective. Ability to work effectively, independently and within a collaborative team-orientated environment using sound
judgment in decision making. Strongly customer focused, understands and has delivered high standards of customer service and knows how to
delight a customer in a commercial context. Has the ability to understand the customer’s business, their challenges and opportunities, vision and direction and
relate to them in their own language. Good time management and the ability to prioritise tasks to reflect business needs. Proficient with MS Office - particularly MS Excel, MS Word. Attention to detail and high quality reporting skills. Knowledge of the FCA and Treating Customers Fairly policies. Decisive and solution oriented.
Internal and external stakeholders
Senior Management Team
Budgets / fund size / scope of investments
N/A
Management responsibility if appropriateN/A
Key competencies/behavioursAs above in ‘knowledge and Experience’
This job description defines the role as it exists now. It is not meant to represent an exclusive description of the job holder’s responsibilities as these may vary from time to time in line with the needs of the business. This role may change and evolve over time and any changes will be communicated appropriately.
QualificationsN/A Additional / desirable
Is this a regulated role? Yes, CPD relating to fit and proper checks are a requirement No
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