Customer Service Administrator / Enquiry Line Advisor

  • Job Reference: AWDO-C7107
  • Date Posted: 9 September 2021
  • Recruiter: Guide Dogs
  • Location: Manchester, Greater Manchester, North West England
  • Salary: £18,000 to £20,250
  • Bonus/Benefits: pro rata + Excellent Benefits
  • Sector: Administration, Customer Service
  • Job Type: Contract
  • Work Hours: Full Time
  • Contact: CV Response Team

Job Description

Guide Dogs Jobs, Careers and Vacancies. Customer Service Administrator / Enquiry Line Advisor vacancy in Manchester, Greater Manchester, North West England Advertised by AWD online – Multi-Job Board Advertising and CV Sourcing Recruitment Services

Customer Service Administrator / Enquiry Line Advisor with excellent communication and interpersonal skills and previous experience of using a CRM system, with proven experience in administration within a customer service environment, is required to join our team at Guide Dogs.

 

SALARY: £18,000 - £20,250 pro rata (depending on experience)

BENEFITS: 26 Days Holiday plus Bank Holidays. The Charity offers a generous pension scheme, life assurance and enhanced pay for parenting and sickness leave. In addition, they provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme.

LOCATION: This is a Remote Working, Home-Based position.  Applications from anywhere in the UK will be considered but commutable to Reading or Atherton is preferred

JOB TYPE: Full-Time, Fixed Term Contract. 2 positions available, 12 month FTC and 18 month FTC

WORKING HOURS: 35 hours per week, 9am – 5pm, Monday to Friday. As a charity they are always keen to support flexible working as much as possible

 

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

 

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Administrator / Enquiry Line Advisor with excellent communication and interpersonal skills and previous experience of using a CRM system, with proven experience in administration within a customer service environment.

Working as the Customer Service Administrator / Enquiry Line Advisor you will help people with sight loss to live the life they choose by delivering virtual information, advice and guidance via the Guide Line, using a person-centred approach.

As the Customer Service Administrator / Enquiry Line Advisor you will be a telephone, email and web enquiry operator and will deliver the key administrative functions of the Guide Line.  You will ensure the operational delivery of the line is successful and accessible for those that need to access it and you will be a specialist in either dog wellbeing, children and young people or adults.

As a successful candidate, you will have an exciting opportunity to work in a growing and fulfilling environment where your efforts will be greatly appreciated by Guide Dogs and the thousands of people they help.

 

DUTIES

As the Customer Service Administrator / Enquiry Line Advisor your duties will include:

  • Deal with calls, emails and web enquires
  • Ensure callers are responded to in a professional manner and information provided is accurate
  • Use initiative and emotional intelligence to adapt style and content of the interaction as appropriate to effectively build relationships
  • Demonstrate a rounded knowledge of all Guide Dogs services, information, advice and guidance and is a specialist in dog wellbeing, children and young people, or adults
  • Ensure caller information is promptly and accurately entered and updated onto the database
  • Proactively share knowledge and review frequently asked questions (FAQs), ensuring growth as a group
  • Advise the Supervisor of any issues that affect the ability to follow a process or procedure
  • Complaints are recorded and escalated in line with Guide Dogs processes

 

WORKING AT GUIDE DOGS

Working at Guide Dogs is much more than just a job. Through the values that guide our work, we make a real difference, and change lives.

We believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for Guide Dogs.

 

CANDIDATE REQUIREMENTS

Essential

  • Educated to post-secondary level with a minimum of 3 GCSE passes including Maths & English at grade C (or equivalent)
  • Proven experience in administration within a Customer Service environment
  • Demonstrable experience of using a Customer Relation Management (CRM) system to record customer activity
  • A comprehensive knowledge of GDPR regulations
  • Computer literate with good skills in the Microsoft Office suite (Outlook, Excel, Word, PowerPoint)
  • Clear understanding and experience of safeguarding
  • Highly motivated towards a delivering a person-centred service
  • Demonstrable evidence of willingness and ability to deliver the highest standards of customer care
  • Evidence of dealing with confidential issues sensitively and with total integrity
  • Positive, team player, who is a self-starter and uses initiative to complete tasks
  • Able to handle difficult conversations in a calm and non-judgemental way
  • Ability to multi-task and prioritise own workload
  • Excellent verbal and written communication skills with attention to detail, copy checking skills
  • Accurate data entry skills
  • Able to work effectively and flexibly under pressure
  • Confident telephone manner showing patience, empathy and listening skills
  • Self-motivated
  • Attention to detail and problem-solving skills
  • Effective time management skills
  • Eligibility to work in the UK

 

Desirable

  • Lived experience of vision impairment (either self or direct family member)
  • Experience of dealing with complex queries and/or complaints
  • Knowledge of Salesforce or CARE database

 

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.

Please note: we reserve the right to close any of our vacancies early.

 

NO AGENCIES PLEASE


HOW TO APPLY

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

CV’s of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C7107

This job is being advertised by AWD online on behalf of Guide Dogs

Full-Time, Contract, Home-based Jobs, Careers and Vacancies. Find a new job and work in Manchester, Greater Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.