Customer Services Advisor

Customer Services Advisor We are looking someone who has a fun and dynamic character and prides themselves on their core values of doing the right thing. You need to like talking to people whilst delivering world class service for a premium brand company, resolving enquiries and concerns with a can-do attitude and have a strong work ethic. If you would like to assist our clients with their hearing care requirements, are comfortable using IT solutions and feel like you’ll fit into a lively and energetic team then that rare spot might have your name on it. Responsibilities To provide premium customer service to ensure that Hidden Hearing’s customers are provided with aftercare that is of the highest quality. To practice our aims, beliefs and commitments at all times with both internal and external customers. DUTIES Customer Care

• To answer all telephone calls in a professional manner and respond with an outcome for the customer where they feel delighted.
• To respond to written correspondence either by telephone or in writing. Following processes and procedures to ensure we have “done the right thing”.
• Ensure that any complaints are owned and resolved with 48 hours, following our Treating Customers Fairly policy.
• To learn about our products and the marketing information sent to customers so that you can provide full support to answer any questions.

Support of other teams

• Help and provide correct information to colleagues so they too can provide a World Class Service.
• Liaise with Area Managers and Compliance Manager to ensure technical information is correct and no training is required for the HAD.

Administration

• It is essential that up to date accurate notes are made against each customer’s record.
• Maintain confidentiality of client and company information in line with data protection.
• Ensure customer details are accurate and updated if needed.
• Stock ordering as required.
• To input appointments and coupons for new customers accurately onto the computer system.
• Prioritise between customer services call team workload and that of customer service administration team. Provide written support to our clients with clear, concise and friendly written communication in answer to queries, complaints, insurance letters and solicitor’s letters.

Safeguarding There is also an additional 'Add on' within the team to support the Safeguarding Lead. This involves reporting safeguarding concerns and disclosure relating to Hidden Hearing’s customers, families and support network. Maintaining a full audit trail and anonymous safeguarding log and assisting in training new and current employees in Safeguarding. This additional add on responsibility is considered for candidates with previous safeguarding experience. About You

• You will have a positive attitude
• be open and confident with a desire to do the right thing.
• You will need patience and the ability to be diplomatic.
• You will be an active listener and effective communicator and be able show empathy to the person with whom you are talking.
• You will also be able to take accurate notes and see a job through to the end.

INDHP