Become a Customer Service Advisor - National Planning Team at one of Mark Group's 14 locations around the UK

Customer Service Advisor - National Planning Team

Closing on Friday 30th May 2008

Salary	Location
14K	Leicester

Job Description

Job Title: Customer Service Advisor

Department: National Planning Team (Domestic)

Responsible To: National Planning Team Leader

Based At: Head Office

The Role: Take in-coming calls from Technical Sales Advisor/Surveyors and book mutually convenient installation appointments at point of survey using the in house computer system.

Main Duties / Responsibilities:

• Respond to calls from Technical Sales Advisors in a professional, courteous and timely manner and book mutually convenient installation dates
• Verify and validate that surveys have been satisfactorily completed using the on-line support tool
• Input data given by the Technical Sales Advisor onto the in-house computer system, making sure this is accurately recorded
• Arrange appropriate installation dates with the Technical Sales Advisor/customer using the multi-branch diary taking into account
when the Branch is willing to operate in the post code
when the customer is available to have the work carried out
• Offer customer service that exceeds expectations
• Gain a thorough understanding of the surveying process
• Deal with incoming customer queries via telephone, letter, emails or other methods of communication
• Ensure paperwork is properly logged and filed in line with company procedures
• Carry out general administration duties e.g. data inputting, filing, photocopying, faxing etc
• Strive to achieve/exceed predetermined company targets and KPI’s
• Ensure that all responses are carried out in a professional and courteous manner
• Use the IT /Phone system in line with laid down company procedures
• Flexible approach to working hours
• Ensure all associated administration duties are carried out in line with company procedures
• Ensure that a professional and courteous approach is adopted at all times
• Strictly adhere to all Health and Safety procedures and ensure that the working environment is practical for both yourself and others
• And any other reasonable duties commensurate with the post, which may be allocated from time to time.

Requirements

Specification	Essential	Desirable
Work Experience e.g. previous experience required to do the job	Previous experience of inbound telephone work Proven planning and administration experience Previous experience of working with in-house computer packages and databases	Knowledge of the insulation/renewable energy industry Proven experience within a customer service environment
Education & Qualification e.g. academic or professional qualifications	5 GCSE’s (or equivalent) at Grade C or above, including English & Maths	European Computer Driving License NVQ level 2/3 Customer Care, Customer Service, Administration (or equivalent)
Skills/Abilities e.g. analytical skills, computer skills	Excellent professional telephone manner Good geographical knowledge of the UK Excellent verbal and written communication skills Computer literate Sound knowledge of MS Office package Accurate data entry skills Excellent customer skills skills Ability to work with minimal supervision
Personal Details e.g. leadership, flexibility, teamworking	Ability to work of own initiative Can do attitude Self motivated, driven & proactive Team player Flexible approach Able to engage with other members of staff at all levels within the organisation Strong work ethic
Other Circumstances Special conditions that apply to the job e.g. need to travel, work away from home etc.	The National Planning Team will operate during the following hours Monday – Friday 08.00 – 20.00 Saturday 08.00 – 16.00 Some Saturday working will be required on a rota basis. We are looking for full and part-time staff Must enjoy direct contact with customers and staff, displays diplomacy, is polite, remains calm, listens, and apologies where necessary, always portrays a professional and positive image to the ‘customer’ with a calm and methodical approach Good sense of humour Have a passion for work and appreciate a challenging yet rewarding environment If you are applying for part-time work please state which days you are able to work and between which times. Good sense of humour Have a passion for work and appreciate a challenging yet rewarding environment