Customer Service Advisor

RSR are looking for an experienced Customer Service Advisor to work on a contract in Fareham.

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.

We are currently recruiting for an experienced Customer Service Advisor to work on a full-time, long-term contract based in Fareham, Hampshire
The role will be involve accessing Police systems, so applicants will need to undergo Security Vetting checks.

The role is paying £15.09p per hour (PAYE)

Main purpose of the role:

To be the first point of contact for all types of telephone calls and emails from the public and Police Forces requesting information on the services provided.
Responsible for ensuring callers are given the correct advice and information, resolving application issues, and redirecting the caller to other specialists within the business as necessary.
To provide a positive impression of the business with an emphasis on maintaining a high standard of service.

Main responsibilities:

• To receive and critically assess all types of calls and emails from the public, police, and other agencies.
   

• To give advice and take appropriate action to resolve the query at first point of contact whenever possible, being accountable for maintaining a high standard and managing the caller’s expectations regarding the service that can be provided by the business.

• To determine if a query cannot be resolved by the Customer Services team and task it to the appropriate department or organisation with a comprehensive rationale.
   

• Initiate contact and engage with the public concerning ACRO service provision and application queries.
   

• Where applicable, process all payment options with the applicant or process service payments by debit or credit cards.

• To interrogate a broad range of IT systems accurately, in order to gather relevant supporting data to provide the best resolution to the request or enquiry.
   

• To clearly and accurately record relevant information into an extensive range of computer systems for a variety of intended audiences.
   

• To provide cover, validate the work, and support other members of the Customer Services team as required and provide training/feedback as necessary.
   

• Observe and maintain confidentiality when appropriate.

Experience:

Proven experience of working in a professional environment, performing a range of clerical tasks, including word processing and maintaining and updating manual and computerised filing systems with speed and accuracy.

Proven experience of customer contact, particularly on the telephone, including handling difficult callers and sensitive matters.

Proven experience of working with minimal supervision.

Educated to QCF level 2 (5 Passes to include English & Maths) OR work experience deemed to have brought the role holder to a comparable level.

If you would like to be considered for this position and have the relevant experience, then please send your CV to martin.cookson@rsg.ltd

Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.

If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a “Refer A Friend” bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!

Red Snapper Recruitment is a member of the Red Snapper Group.

The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) – a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer.