Customer Service Advisor

Sja's West; Stockport; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

A well-respected charity based in Stockport is seeking a Customer Service Advisor to deliver excellent service across multiple platforms. The role involves managing customer enquiries via phone, email, and webchat, ensuring service agreements are met. Candidates should have prior customer service experience and strong communication skills. Benefits include competitive salary, hybrid working, and generous holiday allowance.

Benefits

Competitive salary

Generous pension

Hybrid working

33 days holiday increasing to 38

Free first aid courses

Cycle to work scheme

Mental health and wellbeing tools

Qualifications

• Experience of working in a customer service environment.
• Experience of database management.
• Excellent interpersonal skills with ability to communicate effectively at all levels.
• Ability to use IT office applications at intermediate level.

Responsibilities

• Deal with incoming e-mails to the shared queues for bookings and general enquiries.
• Effectively handle enquiries received via web chat and social media.
• Provide telephone answering service for incoming callers.
• Ensure all bookings are accurately recorded on the relevant databases.
• Escalate opportunities and issues to appropriate personnel.

Skills

Customer service experience

Database management

Excellent interpersonal skills

Intermediate IT office applications

Job description

Overview

The Customer Service Advisor is responsible for delivering service excellence to all customers to manage the customer journey from start to finish, working within a fast-paced environment. Across various platforms to provide an effective sales service via phone, email (cases), and webchat. Ensuring training/supplies requirements and requests are dealt with accurately and efficiently, whilst maintaining the agreed internal/external service levels and meeting the organisations core values.

About You

• Experience of working in a customer service environment
• Experience of database management
• Excellent interpersonal skills with ability to communicate effectively at all levels
• Ability to use IT office applications at intermediate level

About The Role

• Deal with incoming e-mails (cases) to the shared queues for bookings and general enquiries in a professional manner meeting the service level agreement and individual targets.
• Effectively handle enquiries received via web chat and social media to agreed service levels and individual targets.
• Provide telephone answering service for incoming callers in a professional manner and to process their bookings/requests efficiently to agreed service levels and individual targets.
• Ensure that all bookings are accurately recorded on the relevant databases paying attention to the specific invoicing requirements of each account and have a detailed knowledge and understanding of the hierarchies in the databases.
• Escalate opportunities and issues where appropriate to National Account Executives, Telephone Account Executives or CSA who manage the accounts and support the achievement of revenue targets.

About Us

This is a fantastic opportunity to join a team of over 1,700 employees and over 30,000 volunteers, united by our goal of saving lives through essential first aid services, training and campaigning. As a charity with rich heritage and a long history of serving humanity, we are proud of our past and excited about creating a healthier, safer, more resilient future.

St John Ambulance works at the heart of communities, supporting and enabling them to access and receive physical and mental health first aid. We do this through developing and providing effective community response and outreach services (e.g. Ambulance response, Falls response, Night Time Economy and Homelessness outreach) and using our longstanding expertise to empower people with vital clinical skills and the confidence to use them (e.g. our Volunteers and Community Advocates, NHS Cadets and Young Responders programmes).

Why Join

We pride ourselves in being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work life balance and to be recognised for the great work you do. The role benefits from a competitive salary, generous pension, hybrid, flexible working, 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years, options to buy and sell holiday, free first/mental aid first aider courses, Blue Light and NHS online shopping discounts, cycle to work scheme, life assurance, flu jab, eye care, mental health and wellbeing tools and volunteering days.

Please see the job description for more detail (this can be viewed on our website or once you click apply)

Additional Information

St John Ambulance are committed to increasing the diversity of our team and making sure we best reflect the diversity of the communities we serve. At St John, everyone is valued and supported to thrive, we have several networks including Multi Culture, Disability and Accessibility, Pride, Family and Carers and Women’s groups. We do not tolerate any form of discrimination and endeavour to create a sense of belonging for all, by creating an environment of mutual respect, where we value unique differences and demonstrate authentic allyship. We believe passionately in equality, diversity and inclusion.

Please note: St John does not accept speculative CVs and will only review CVs sent in application for an advertised vacancy.

Recruitment Agencies: We are not utilising the services of recruitment agencies for this vacancy and will accept direct applications only.