Customer Support Advisor – Contact Centre
Central London
£29,103.85 per annum
Permanent | Full-time | 35 hours per week
Hybrid working – 1 day from home
Are you an experienced Customer Service or Contact Centre professional who genuinely enjoys speaking to people, solving problems and building relationships?
We are recruiting a Customer Support Advisor to join an established and highly regarded professional membership organisation in Central London.
This is a busy and varied customer-facing role where you'll be the first point of contact for students, members, employers and customers. You'll handle a mixture of inbound and outbound contact, responding to enquiries, resolving problems and helping customers get the most from their membership, qualifications, training and events.
We're looking for someone who is confident on the telephone, commercially aware and highly IT literate, with previous experience gained within a busy customer service, call centre or contact centre environment.
What will you be doing?
As part of the Customer Support team, you'll:
Handle inbound and outbound calls and respond to customer enquiries by email
Act as a first point of resolution for customer and member queries
Provide clear advice and guidance on memberships, qualifications, training and events
Build strong customer relationships and provide a personalised service
Accurately record customer interactions using the CRM
Support membership applications, renewals, upgrades and retention
Deal with student queries relating to study and examinations
Make welcome and follow-up calls to support onboarding and retention
Process payments for memberships, subscriptions, conferences and events
Promote relevant membership benefits, training, qualifications and events
Identify appropriate opportunities to upsell and cross-sell services
Work towards individual and team customer service and commercial targets
Liaise with colleagues across the organisation to ensure customers receive a joined-up service About You
You'll ideally have experience working within a busy inbound and outbound customer service, call centre or contact centre environment.
You'll also need:
Strong telephone-based customer service experience
A track record of building positive customer relationships
Excellent verbal and written communication skills
Strong listening and questioning skills
Experience using a CRM or customer database
Excellent IT skills and confidence learning new systems
The ability to multitask and manage a varied workload
A proactive approach and willingness to take ownership
Good problem-solving skills and the confidence to use your initiative
A calm and professional approach when working under pressure
A positive, resilient and adaptable personality
A collaborative, customer-first approach
The motivation to work towards customer service and commercial targets Previous experience within a commercial customer service environment would be particularly beneficial.
What's in it for you?
Alongside a salary of £29,103.85 per annum, you'll receive an excellent benefits package including:
25 days' annual leave plus bank holidays
Additional discretionary days over Christmas
Group personal pension scheme
Life assurance and critical illness cover
One day's paid leave when moving home
Two paid volunteering days each year
Perkbox benefits and discounts
Employee Assistance Programme
Cycle to Work scheme
Regular wellbeing initiatives and workshops
Hybrid working with one day per week from home Why Apply?
This is an excellent opportunity for an experienced customer service professional who enjoys taking ownership, solving problems and speaking to customers.
You'll join an established organisation offering a supportive working environment, excellent benefits and the opportunity to build long-term relationships with customers and members.
The role offers plenty of variety and would particularly suit someone who enjoys delivering a genuinely high standard of service while also being comfortable working towards clear service and commercial targets.
Permanent | £29,103.85 per annum | Central London
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