Customer Service Advisor

Customer Service Advisor

Our client, is seeking a dynamic Customer Service Advisor to join their team on a temporary basis in Cardiff. This is an exciting opportunity for individuals who thrive in a fast paced environment and are passionate about delivering exceptional service.

Position Details:
Job Title: Customer Service Advisor
Pay: 14.12 per hour
Hours: 37.5 hours per week
Working Pattern: Monday to Friday, with 1 in 4 weekends (8-hour shifts between 7:30 AM - 6:00 PM)

Working Hours Breakdown:

Week Pattern A:
- Monday - Thursday: 07:30 AM - 4:05 PM
- Friday: 07:30 AM - 3:45 PM

Week Pattern B:
- Monday - Thursday: 09:25 AM - 6:00 PM
- Friday: 09:45 AM - 6:00 PM

First Day Schedule:

First Day: 10:00 AM - 5:00 PM
Remainder of First Week: 9:00 AM - 5:00 PM

Key Responsibilities:

• Answer customer queries via telephone, providing accurate information in a polite and professional manner.
• Ensure speed of answer and the telephone abandon rate are within agreed service levels.
• Manage all customer queries in line with regulations, striving for first-call resolution.
• Respond to customers through written and electronic correspondence, ensuring compliance with UK Ship Register documentation.
• Maintain high-quality service, monitored through monthly quality checks and customer feedback.
• Record customer and vessel details accurately on the Digital UKSR system.
• Process registration requests within agreed service levels, addressing customer enquiries proactively.
• Ensure timely completion of transactions within 5 working days for standard cases and 2 working days for premium and urgent cases.
• Process applications and documentation according to Service Standards to achieve a minimum team performance of 95%.
• Maintain accurate information on all databases, including the Digital UKSR platform.
• Sort and record incoming post, ensuring all documentation is scanned and recorded as required.
• Collaborate effectively with other departments to keep the customer at the forefront of all decisions.
• Support colleagues and team members in line with the Civil Service Code and Values of Safety, Professionalism, Trust, and Respect.
• Uphold a high level of security as the primary source of information.

Ideal Candidate:

• Excellent communication skills, both verbal and written.
• A commitment to providing outstanding customer service.
• Strong attention to detail and the ability to manage multiple tasks efficiently.
• A proactive and positive attitude, with a willingness to assist colleagues and contribute to team objectives.

If you are ready to take on this exciting opportunity and make a difference in customer service, this role is for you! The organisation is dedicated to fostering a supportive and collaborative work environment, ensuring that all employees feel valued and empowered.

To apply for this role, please submit your CV and a brief cover letter outlining your relevant experience. Don't miss out on the chance to be part of a team that puts customers first and values professionalism.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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