• 
  Support customer enquiries through inbound calls, emails, and social media, ensuring each customer has a great experience whether it’s the first contact of the day or the last
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Delivering excellent customer service
• Maintain thorough and accurate customer service records
• Keep confidential records and financial information private and secure
• Communicate with other departments to ensure successful customer resolution
• Work with multiple systems to be able to give correct and up to date information to our customers
• Provide support to colleagues with coaching/feedback
• Provide support to the team leader assisting with rotas, quality checking and day to day management of the team
• Cover for the team leader when they are absent
• Handle escalation calls and provide a favourable outcome

Essential:

• Strong communication skills and passion to support customers, whatever their personal circumstances. Given the nature of some of the calls we receive, its important you’re authentic and empathetic A mix of flexibility and resilience to deal with a variety of enquiries
• Confidence using a PC and the ability to multitask though we have a range of support tools designed to help you on the phone with customers.
• An enthusiastic, positive attitude with a real desire to help others
• 2 Years experience in a Customer Facing role

Desirable:

• Using CRM systems (eg Freshdesk)
• Handling complaints and complex enquiries
• Assisting with rotas and workforce management