Senior Customer Service Advisor in Birmingham

Undisclosed Company
Birmingham, West Midlands
£11.10 per annum
03 Oct 2016
24 Oct 2016
Manpower UK
Job Type
Senior Customer Service Advisor
Manpower is currently recruiting for a Senior Customer Service Advisor on behalf of our client Parcelforce who are based in Birmingham.
The purpose of this role is to on a day to day basis deal with enquiries concerning all aspects of service delivery to full resolution to meet customer expectations and within the company terms and conditions and service level agreements that are in place. You are to provide effective solutions to enquiries and complaints received from customers & partners received via email and phone on a day to day basis.

As a Senior Customer Service Advisor, your main responsibilities will be to:
*Deal with any enquiries and complaints concerning all aspects of service delivery through to full resolution
*Have the ability to accurately input data efficiently and in a timely manner.
*Be able to Liaise with all operational units to be able to foster rapport and build relationships and to ensure enquiries are resolved
*Are able to prioritise workloads and meet set targets
*To ensure customers receive regular call backs, and emails and are informed of outcomes of all investigations
*Be competent to use different computer systems and maintain management information
*Have Tenacity and confidence to see all enquiries through
*Actively engage in continuous improvement
*On a daily basis deal with manager escalation calls
*Cover rota, sickness and holidays if and when required

Your Key Competencies will be to:

*Represent Parcelforce in a professional and efficient manner at all times.
*Have excellent interpersonal, written and telephone skills
*Apply attention to detail accurately and in a timely manner and have accurate data and inputting skills
*Be able to questioning skills and analysis data
*Have excellent use of different computer systems including SAGE and Microsoft Office including word and excel is a necessity.
*Flexibility to cross skills across different teams
*Flexibility to cover the desk opening hours
*Customer Handling Skills to support often irate and difficult customers
*Contribute effectively at One to Ones and Work Time Listening and Learning Sessions
*Establish and maintain excellent working relationships with all customers - internal and external
*Strong problem solving skills with the ability to work under pressure and their own initiative to meet tight deadlines.
*A willingness to accept responsibility and meet deadlines with the minimum of supervision.
*A flexible approach to work and ability to work as part of a team across all areas within Customer Services with a genuine commitment to providing a quality service.
*Experience of Parcelforce systems would be advantageous although training will be provided
*Knowledge of Parcelforce service and operations would also be advantageous, although training will be provided

This is an ongoing temporary role, working hours are 0800am - 1730pm Monday to Friday