Customer Service Advisor

The key responsibilities of the role are as follows:

• Develop and maintain a comprehensive understanding of our multiple business channels and business processes.

• Develop and maintain a detailed knowledge of each department’s key responsibilities and function and develop effective working relationships that ensure positive outcomes for the customer.

• Provision of first line response across multiple mediums to all incoming customer queries and or requests, providing where possible an immediate resolution and ensuring the Customer’s expectations are managed in adherence with agreed Service levels.

• Effectively ‘triage’ all queries and or complaints where an immediate resolution is not possible, and ensure appropriate action is taken to resolve within agreed service levels

• Use workflow processes to record queries and allocate tasks as appropriate allowing completion by others where appropriate

• Pro-actively follow up and manage to conclusion any issues arising from our customer feedback mechanisms.

• Make proactive calls to customers as part of our Customer Excellence strategy.

• Proactively look for opportunities to improve service delivery and customer satisfaction then make suggestions as appropriate.

• Undertake training to pass legislative requirements

Skills and experience required

• Proven experience in managing customer expectations and service delivery

• Excellent communication skills: written, verbal.

• Understand the need to work within legislative guidelines and look for solutions within the framework

• Problem solving and ability to look for process improvements,

• Ability to influence others, manage difficult situations

• Commercial awareness and understanding of business processes

This is a telephone based role so important you're happy on the phones and keen to help, with a can do attitude.

What we offer

Salary £24,555 per annum

Working hours between 8am-6pm Monday to Friday. No weekends!

Generous contributory pension scheme 
25 days holiday, in addition to bank holidays 
Volunteering days to assist in charity work
Sustainability Initiatives 
Holiday buy / sell (subject to conditions)
Travel Insurance (cost associated)
Dental Insurance (cost associated)
Flexible working options available
Hybrid working
Eligibility for Annual Bonus Scheme
Study support (where applicable)
Enhanced parental leave
Generous Employee Referral Scheme (£1000)
Cycle2work Scheme 
Free breakfast / fruit in the Bristol office
EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!