Customer Service Advisor

Are you looking for a role where you can represent a leading brand and deliver outstanding customer service?

Join our team as a Customer Service Advisor in our Call Centre! As a brand ambassador, you'll be building lasting relationships with our customers, promoting our values with every interaction and ensuring each customer receives an exceptional service.

We are a fast growing, reputable and innovative company with a successful hybrid working style in this digital age. Hood Group is a dynamic, forward thinking customer management business that provides outsourced customer services for well-known UK trusted brands such as John Lewis Partnership and Ticker Insurance to name a couple.

What will I do in the role?

• The most important part of the job – being our Brand Ambassador
• The first point of contact for all customer queries
• Handling a high volume of inbound and outbound customer calls
• Provide outstanding customer service across telephone, webchat and email. This is usually dealing with existing policies queries, changes, renewals, sales queries, payments and general policy administration.
• Make sure the customer is at the heart of every conversation
• Updating customer records as and when necessary.

What do I need?

• Good customer service experience, ideally in a call centre
• A genuine passion and desire for delivering ‘excellent customer service’
• Ability to be versatile in your approach to adapt your style for each customer
• Ensuring an empathetic approach for all our customers
• Strong written and verbal communication skills
• A true team player
• Strong IT skills; including the ability to compose emails, use Word, Excel, Outlook and other in-house databases
• Tech Savvy, be able to more from different systems, able to conduct more than one webchat at a time and able to pick up templates and amend as necessary for your customer enquiry.
• Have the drive and willingness to learn

What are the working hours?

• On a full time basis, it is a 40 hours per week on a rotating shift basis, between the hours 8.00am–8.00pm, Monday to Friday, Saturdays, Sundays & Bank Holidays between the hours 9.00am-5.30pm.

• On a part-time basis, it is a 24 hours per week Monday to Friday with set hours, working a 8 hour day.

We are also looking to recruit flexible shift patterns on weekends and bank holidays.

Why work for us?

To be part of a fantastic, supportive team with great progression opportunities, with access to the following benefits;

• “The best job ever!“ feeling
• We are offering 31 days annual leave (including bank holidays)
• Employee Assistance Programme
• Incentive of £250 on Refer a friend scheme
• Learning & Development assistance Programme
• Private Health Insurance
• Eye Care Vouchers
• Pension Scheme

And there’s more benefits…….

We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street.

We will provide you with a laptop and any other professional equipment required and you will also receive a working from home allowance.

We require you to have a fast & stable home fibre broadband, with a (proven) minimum consistent speed of 20mbps download & 10mbps upload, available at all times.

We have a robust full time 4 weeks’ training programme that requires you to be in our office for the first 6 months of your employment and be able to travel to our Southend office on a regular basis.