Title: Touchpoint Advisors (Customer Service Advisors)
Salary: £22,256 per annum full time / part time pro rata
Hours: 3 x 16 hours (permanent), 2 x 18 hours (temporary)
Contract Length: 3x Permanent, 2x Temporary
Thirteen are looking for five Touchpoint Advisors to work as part of a Touchpoint team which delivers first class customer experiences in accordance with Thirteen’s business strategy, vision and values.
You will be expected to deliver quality customer-focused telephone, e-mail and other media contact which maximises first contact resolution for all customers as well as build strong effective customer relationships. You will take responsibility for owning service requests, including complex issues and dealing with customer dissatisfaction, to always find the best solution for the customer and look for continuous improvement. In this role, you’ll be responsible for enhancing the customer journey experience through the capture of quality and complete customer information, insight and failure demand via Contact Management systems. You will also take ownership of enquiries across all service areas as well as responding within service standard targets to all.
Hours of work will be around our call demands and will require flexibility at all times to reflect the customer and business need within the hours of 8am – 8pm Monday to Friday. The role also involves Saturday working on a rota basis.