Verified Job
Customer Support / TeleCaller
Customer Support Advisor
Customer Support / TeleCaller
#671103
Remote / WFH
Job Description
Job details
Here’s how the job details align with your profile.
Pay
£26,774 a year
Job type
Permanent
Full-time
Shift and schedule
Weekend availability
Location
Edinburgh Airport, Edinburgh EH12 9DN
Full job description
About the role
Reporting to the Customer Support and Insights Manager, the Customer Support Advisor connects with customers wherever they want to be met and ensures that their queries, compliments, complaints, and feedback are heard. The aim is to have good conversations that convert into great experiences.
As a Customer Support Advisor, you will be responsible for feeding the voice of the customer back to the relevant stakeholders. You will be responsible for 1-2 areas of ownership and will contribute to the measure of customer satisfaction and shaping of continuous improvement strategies.
The Customer Support Centre is live between the hours of 7am and 6pm, advisors work 8 to * hour shifts between these hours on a rolling roster basis. Advisors work 1 in 5 weekends with occasional AL cover.
You can find out more about the team here, and read a blog written by one of our Customer Support Advisors here.
About the Recruitment Process
The recruitment process for this role will be comprised of 2 stages. The first stage will be an online assessment, designed to test you on competencies that are relevant to the role. If successful, you will be invited to a second stage interview, where you will get the chance to meet our Head of Data Analytics and our Customer Support and Insights Manager. It will be a competency based interview, where you will be asked questions about your experience and motivations in applying for the role.
Please note, our interview process may be adjusted depending on the volume of candidates. We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process and the types of questions we ask here.
What you’ll be doing
Effectively and efficiently respond to customer contact within agreed KPI’s and SLA’s over multiple channels including live-chat, email, phone call, 3rd party review sites and social media, whilst recording all required data elements and following established procedures
Investigate, respond to and close customer complaints in relation to the airport journey or product experience (e.g., car parking, fast track) and work with relevant stakeholders to review CCTV footage or data records e.g., eGate or ANPR timestamps
Work with the Environmental Noise Advisor to understand, investigate and respond to customer contact in relation to the airport flight path and associated noise
Champion at least one feedback stakeholder area where you will lead monthly/quarterly meetings. Using the most up-to-date customer contact reports, data, and surveys, you will provide insight into satisfaction, sentiment, wants and desires. You will also provide suggestions for continuous improvement to stakeholders and relevant projects
Provide off-season support to relevant stakeholders where necessary such as: volume recruitment, holiday decorations, and industry benchmarking
Here’s how the job details align with your profile.
Pay
£26,774 a year
Job type
Permanent
Full-time
Shift and schedule
Weekend availability
Location
Edinburgh Airport, Edinburgh EH12 9DN
Full job description
About the role
Reporting to the Customer Support and Insights Manager, the Customer Support Advisor connects with customers wherever they want to be met and ensures that their queries, compliments, complaints, and feedback are heard. The aim is to have good conversations that convert into great experiences.
As a Customer Support Advisor, you will be responsible for feeding the voice of the customer back to the relevant stakeholders. You will be responsible for 1-2 areas of ownership and will contribute to the measure of customer satisfaction and shaping of continuous improvement strategies.
The Customer Support Centre is live between the hours of 7am and 6pm, advisors work 8 to * hour shifts between these hours on a rolling roster basis. Advisors work 1 in 5 weekends with occasional AL cover.
You can find out more about the team here, and read a blog written by one of our Customer Support Advisors here.
About the Recruitment Process
The recruitment process for this role will be comprised of 2 stages. The first stage will be an online assessment, designed to test you on competencies that are relevant to the role. If successful, you will be invited to a second stage interview, where you will get the chance to meet our Head of Data Analytics and our Customer Support and Insights Manager. It will be a competency based interview, where you will be asked questions about your experience and motivations in applying for the role.
Please note, our interview process may be adjusted depending on the volume of candidates. We are committed to supporting diverse ways of thinking and working, so if you require adjustments in the recruitment process, please let us know on your application. You can find out more about our interview process and the types of questions we ask here.
What you’ll be doing
Effectively and efficiently respond to customer contact within agreed KPI’s and SLA’s over multiple channels including live-chat, email, phone call, 3rd party review sites and social media, whilst recording all required data elements and following established procedures
Investigate, respond to and close customer complaints in relation to the airport journey or product experience (e.g., car parking, fast track) and work with relevant stakeholders to review CCTV footage or data records e.g., eGate or ANPR timestamps
Work with the Environmental Noise Advisor to understand, investigate and respond to customer contact in relation to the airport flight path and associated noise
Champion at least one feedback stakeholder area where you will lead monthly/quarterly meetings. Using the most up-to-date customer contact reports, data, and surveys, you will provide insight into satisfaction, sentiment, wants and desires. You will also provide suggestions for continuous improvement to stakeholders and relevant projects
Provide off-season support to relevant stakeholders where necessary such as: volume recruitment, holiday decorations, and industry benchmarking
