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Specialist Advisor (Back Office) - Leeds

Employer
Undisclosed Company
Location
Leeds, West Yorkshire
Salary
£23511 - £25791 per annum
Closing date
20 Nov 2018

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For our client, the customers are our most important stakeholders. We're looking for dedicated and professional Specialist Advisor who will ensure our customers are receiving the best level of service possible when dealing with us.

What to expect

The main purpose of the Specialist Advisor role is to provide specialist administrative support and/or training in the Business Movers (i.e. Change of Occupancy) process to internal and external stakeholders; management of the end-to-end Business Movers journey for Npower Business' customer base; protection of said customer base through fraud prevention and data protection; and ensuring business plans are met by achieving set KPIs.

An important part of your new role will be handling queries, analysing and resolving a wide range of issues, liaising with other npower departments and third parties as necessary to provide an appropriate and acceptable resolution for the customer. Actively accept the customer's application to move-in or move-out, make this a success and welcome the customer to npower, chase customers and suppliers for outstanding information and act as a subject matter expert in the Business Movers process.

You'll also be required to be a specialist point of contact for many areas including: business providing data analysis to address specific Business Movers issues. Highlight specific area for attention where opportunities for process improvements exist and where potential risk exists. Work with sales and service channels to ensure maximum volume of customers are moved-in or moved-out successfully and ensure maximum revenue is generated from the gross sales made through lead generation. Investigate Business Movers issues and potential fraudulent activity and advise on solutions to both internal teams, external brokers and external customers.

Respond and own issues and queries raised by sales, service and customers relating to the Business Movers process. Review complex contractual and registration data to communicate specific status of contracts on their journey to customers and sales channels.

About you

To succeed in your new role, you'll need to have good problem solving skill and attention to detail. You'll be dealing with a wide variety of queries, so outstanding analytical skills and strong interpersonal skills are a must. You'll be capable of handling queries or objections from numerous team, offering a fast resolution and ensuring our customers' experiences are always positive at each stage of the interaction.

You'll need to be organised and proactive, working with multiple stakeholders to achieve results, as well as providing insight to your manager your own development and KPI achievement. You'll also need good IT skills, as you'll be accessing customer information and updating it throughout your working day.

Benefits

You'll join us as a Telesales Advisor on a competitive salary starting £23,511 and rising to £25,791 once deemed fully competent. Your working hours will be between 08:30-17:30 Monday to Friday, overtime available (paid at time and a half) once you are fully competent. You'll also have full access to an excellent range of employee benefits, including many discounts and perks.

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