Senior Customer Service Advisor

About the role:

We're looking for a Senior Customer Service Advisor to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote within the UK. The team meets in London once a quarter, travel covered. Most communication happens in Slack, with short video calls when needed.

Main duties:

• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.
• Update customer records accurately.
• Answer inbound calls, live chats and emails from a queue.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.

Requirements:

• 5+ years of customer service, retail, hospitality or call centre experience.
• High school diploma or GED.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation and benefits:

• Private medical insurance.
• Pension scheme with 5% employer contribution.
• 33 days holiday including bank holidays.
• Paid training.
• Death in service benefit.
• Long service awards.
• Home working allowance.

The company:

We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Hawkwright employs 2,500 people across engineering hubs in London and three other locations, building ERP software for mid-market manufacturers.

This role is subject to a basic DBS check.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Hawkwright.