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Customer Services Advisor

Employer
Harlands Group
Location
Haywards Heath
Salary
£16,000 per annum £175 monthly bonus
Closing date
12 Nov 2019

View more

Sector
Business
Contract Type
Permanent
Hours
Full Time

Customer Service Advisor

Here at Harlands, our clients and their members are at the heart of everything we do. As a Customer Service Executive, your primary responsibility is to work with our Team Leaders to accelerate the skill level of every member of the team so they achieve their service and quality targets.

Reporting either to our Head of Contact Centre or to a Team Leader, you’ll be responsible for:

* Providing a level of customer service that would make you proud if you were on the receiving end

* Exceeding your quality, productivity and service targets on a daily, weekly and monthly basis

* Helping Customer Services meet its service and quality goals by floorwalking with energy and purpose – this means giving your colleagues timely and accurate advice in a way that helps them feel supported

* Coaching your colleagues so they improve their sales and service performance and hit their targets

* Running team huddles which motivate your colleagues to do their best work so they can achieve individual and team targets

* Helping Customer Services become a better place to work by coming up with improvement ideas and seeing them through to completion

* Taking accountability for your own development and progression through our internal career framework which we call “Route to Success”

* Contributing in weekly team huddles and monthly team meetings by making recommendations to improve our internal processes

* Acting as a role model by behaving in the “Harlands’ Way” – showing integrity, being innovative and demonstrating a “can-do” spirit - with our members, as part of your team and across our business

* Demonstrating adherence to our data protection and compliance requirements

* Demonstrating flexibility by being open to taking on new work processes as and when required

*Customer relations for Membership and The Gym Group and X4L

*Updating customer relations log

*subject access requests

* Financial ombudsman for membership team, the gym group , X4L and CRS

*Respond to trust pilot and google reviews

*update area log for membership team, The Gym Group, X4L and CRS

*Clubline and account management complaints

* Arranging who does the call backs

*police reports and access requests

Person Specification


* Excellent written communication skills – able to communicate by email in a way that gets it right first time, every time whilst acting as a role model to others.

* Basic PC/literacy skills - confident use of MS Word, and Outlook to a basic standard. The ability to read and send/respond to emails.

* Ability to communicate with people at all levels - Good interpersonal skills and the ability to establish and develop internal and external relationships.

 * Excellent Telephone Manner - Fluent English language skills and the ability to liaise with Stakeholders on a day to day basis via telephone, email and face-to-face in a clear, caring, concise and professional manner

* Problem solving skills: able to identify the exact details of a problem through a rational process and be able to take steps to ensure a successful resolution.

* Attention to detail, able to document details of issues clearly in a concise understandable manner

* Capability to work on own initiative - ability to work and make calculated decisions

* Experience in a call centre environment - previously worked in a call centre environment and understand the pressure and expectations required

* Can demonstrate a consistent track record of delivering customer service to a high standard


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