Customer Service Advisor

Role Purpose

As a Customer Service Advisor you will be dealing with inbound and outbound customer service calls and e-mails, ensuring the service you provide is aligned with ‘The Brookson Way’. Your main focus will be maximise first call resolution and ensuring calls and e-mails are responded to effectively and within the agreed service levels.

Role Accountabilities

Ensure all calls and emails are handled with empathy, enthusiasm, confidence and accuracy. Demonstrate a commitment to be helpful on each interaction. Follow through on promises.
Go out of your way to surprise customers with outstanding service when they really need our help.
Ensure that prospective customers are fully advised and supported through their decision-making process.
Proactively and enthusiastically work towards agreed targets and objectives.
Understand department KPI’s and targets to ensure they are consistently met and exceeded.
Update and track all calls handled in an accurate and timely manner using the in house computer system and ensure that all necessary documentation is provided to the customer.
Obtain and maintain a thorough understanding of Brookson services in order to provide the highest level of advice, support and customer service.
Continually develop skills by highlighting and attending relevant and required training and take ownership of own development with the support of the team leader and trainer in order to ensure you are offering customer the most up to date and compliant advice.
Understand Brookson – have a good understanding of all operational areas, enabling the majority of the frequently asked questions received from the customers to be answered quickly and confidently and where appropriate routing the query to the relevant specialist area, ensuring the customers’ expectations are managed.
Identify those customer calls that require redirection to our business partners for their specialist help and advice.
Demonstrate efficient time management skills by effectively managing the time needed to all customers whilst ensuring you also support the day to day operational needs of the Customer Service Department.
Identify and escalate any potential issues to your Team leader that may have a negative impact on the wider customer base. Continually review and feedback any opportunities to improve and develop internal processes to enhance the customer experience.

Role Relationships

Working with the Customer Service Department your direct line manager will be a Customer Service Team Leader, you will also be supported from a training perspective by the Training & Quality Co-ordinator.

You will have extensive contact with, customers, recruitment agencies, government and regulating organisations and end clients via telephone, email, in writing and occasionally face-to-face.

Personal Profile

Andrew Reilly
Senior Customer Service Advisor

A friendly and outgoing individual who genuinely enjoys dealing with people.
Must demonstrate good attention to detail and have the ability to work to a high degree of accuracy.
An excellent professional telephone manner is essential for the role as is a passion for doing a good job and providing excellent service to customers.
A committed team player who will go that extra mile for the team and customers.
An extremely positive and proactive approach to work with the ability to work under pressure and to deadlines.
A highly organised approach with the ability to balance priorities.
Experience of working in a financial environment is desirable.
Ideally educated to degree level.