Senior Customer Service Advisor

Started as a telephone cooperative in 2019, Mersey Wireless still answers to the members it serves. We are adding a Senior Customer Service Advisor to our operations team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within the UK. We use Slack, Notion and Google Meet. Cameras on for team calls.

• Escalate complaints that need a supervisor or another department
• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Follow scripts and required disclosures on recorded lines

REQUIRED QUALIFICATIONS

• 6+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

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

We offer pension scheme with 5% employer contribution, 25 days holiday plus bank holidays and company pension.

This role is subject to a basic DBS check.

Start: Flexible.

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