Customer Service Advisor – Glasgow (Complaints)

Angard Staffing is the dedicated provider of Customer Service Advisors to Royal Mail’s contact centres across the UK. Due to an increase in workload volumes, we are looking for candidates who have a passion for customer service to join the team on a temporary basis at our key site in Glasgow.

The aim of the role will be to provide first time solutions for customers, via telephone and email, within agreed handling times whilst delivering excellent quality of service. We are looking for candidates who are familiar with working in a contact centre and are comfortable using a multi- screen environment.

Start date: 14/10/2024 (other start dates are available – please enquire)
Payrate: £12.97 per hour
Location: Glasgow, G21 1AA
Temporary Contract: up to 12 weeks (with potential for this to be extended)

Hours: Around 37.5 hours per week, between the hours of 8:00am – 18:30pm Monday – Saturday, and 9am – 4pm Sunday.

*Annual leave is not permitted during the first two weeks of training – minimal annual leave after this may be authorised if it is pre-booked however cannot be guaranteed*

Who are we looking for?

We’re looking for people with a flair for customer service and a passion for delivering service excellence. You will need to be confident on the telephone and able to communicate with customers politely and effectively.

Desirable qualities would include:

• A proven record in a fast-paced customer service environment.
• Quick, accurate typist with a high attention to detail
• A proven record of delivering exceptional quality and meeting personal quality targets
• An ability to deal with difficult complaints in a kind, supportive and professional manner
• Excellent telephone manner and telephony experience with an ability to deal with colleagues at all levels essential
• Must be computer literate and proficient in the use of email, spreadsheet and word processing software
• Creative problem solver, owning the issue through to resolution
• Proficiency with inputting specific datasets, must be accurate, concise and consistent
• Able to make decisions involving money based on specific guidelines
• Achieve first time resolution with quality telephony responses

What experience/skillset do you need?

• A passion and commitment for delivering a great customer experience
• Ability to prioritise and manage workloads to timescales
• Flexible and innovative with ability to easily adapt to changing customer demands
• Enthusiastic and responsive – seeking a positive resolution for all customers
• Self-motivated. Able to work as part of a team or alone
• Ability to work under pressure and to deadlines
• Call centre/contact centre experience would be desirable but not essential
• A good level of spoken English and the ability to communicate clearly