Helpdesk Customer Advisor (Call Centre Inbound calls) (Contract)

Job Title - Helpdesk Customer Advisor (Call Centre Inbound calls)

Location - Manchester

Rates - up to £132.79 Umbrella or £116.74 PAYE day rate | IN SCOPE OF IR35

About the role:

My client is looking for an experienced Helpdesk Customer Advisor to joining their busy team in Manchester for an initial period of 3 months with a view to extending. As the Helpdesk Customer Advisor you will be responsible for providing a right first time customer service to a range of internal and external customers in accordance with statutory, regulatory, contractual, customs & excise and group policy and regulations.

What you will do:

• Responsible for operating high volume query management system answering queries in relation to payroll, recruitment, payables and personal protective equipment.
• Keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.
• Ability to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.
• As the voice of the shared services you'll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.
• Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
• Support the client better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.
• Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery

Your experience will include:

Essential

• Call centre experience (inbound calls)
• Exceptional listening skills
• Professional telephone manner
• Able to demonstrable excellent customer service skills
• Experience of managing difficult conversations to a positive outcome
• Able to demonstrate the ability to influence stakeholders positively
• Excellent communication skills

Desirable

• Occupational knowledge of shared services
• Educated to degree level or equivalent
• ORACLE eBusiness Suite experience