Customer Service Advisor

The Company

We are a well-established, award-winning company, based in Warrington, offering DNA, drug and alcohol testing services to the legal community, members of the public and companies across the UK and internationally.

We are going through an exciting period of growth and have recently launched some new products, so our team now needs to expand and recruit a Customer Service Advisor.

This role is offered on a full-time basis.

The Role

· The Customer Service Advisor will report directly to the DTC Customer Service Manager

· Deliver excellence on every interaction both internal and external

· To engage directly with our customers, anticipate or help them to understand their needs and deliver a quality and relevant service within agreed service level agreements.

· To handle any customer complaints at first contact with a “one call” resolution where possible. All complaints should be reported to the DTC Customer Service Manager and if required the Quality team for root cause analysis.

· Ensure compliance with ISO17025 and ISO9001 and all departmental procedures, policies, and protocols.

· All interactions, written or verbal, will be professional and courteous with all our customers, internal and external.

· Achieve key performance indicators as set by the DTC Customer Service Manager.

· Management of portals including monitoring our social media pages and customer review platforms

· Arranging sample collection appointments when a home collection or walk in centre appointment is required

· Administrative duties that include but are not limited to sending out DNA Legal reports and arranging courier collection

Key Skills

• Effective communication both spoken and written.
• Ability to identify own limitations and strengths
• Proactively recognise training needs and request support
• Work within a structured process, understand the demands of the quality management system and adherence to best practice
• Ability to negotiate and respond to the customers’ demands
• Deal with situations with empathy yet able to be assertive as appropriate.
• Manage the expectations of the customer and the business
• Outstanding attention to detail and accurate recording of information
• Commercial acumen- able to spot opportunities for to upsell etc and influence the customer as appropriate
• Very organised, able to plan and deliver and multi-task, meeting targets and deadlines
• Able to keep calm under pressure
• An understanding of external and internal customers
• Extremely IT literate. Proactive: able to suggest and improvement improvements.

Additional Requirements

To meet the needs of the business, all staff must have a flexible approach to their working week. Working later shifts may become a requirement in the future.

They must be an effective communicator and be able to work in a team or alone when required. Effective communication skills are a mandatory requirement. They must be able to identify their limitations and voice their requirements for further training to their line manager.

Employees within Customer Service are required to dress smartly to ensure when visitors tour the company the right image is maintained.

Role is Permanent

If you are interested in finding out more, please apply to [email protected]

Pay: £26,666.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Work from home

Ability to commute/relocate:

• Warrington WA5 8WD: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person