Customer Support Advisor

We have a great opportunity for a Customer Support Advisor to join our client based in Manchester.

Job Title: Customer Support Advisor
Location: Manchester
Salary/Rate: up to £70 per day
Job Type: 5 Month contract


Accountable for first point of contact customer query resolution across all HR Shared Services functions within defined customer service delivery standards, targets and service level agreements to deliver customer service excellence to Network Rail businesses.

Key Accountabilities
1. To log, answer and resolve first point of contact queries coming into HR Shared Services by telephone call, email and post for all HRSS functions including recruitment, training, medicals, payroll, benefits, data services and support.
2. To answer and resolve first point of contact queries within agreed customer service level agreements and quality standards.
3. To respond professionally and courteously to all customers contacting HR Shared Services.
4. To hand off queries correctly to the HR Shared Services production or support teams in cases where resolution is not possible at first point of contact.
5. To meet agreed levels of service for response times without compromising on quality of service.
6. To log customer complaints and hand off correctly to the production or support teams for resolution and action.
7. To provide subject matter expertise to customers across all functions of HR Shared Services.
8. To make recommendations to the team leader customer support for continuous improvement to the customer contact service.

Job Skills, Experience and Qualifications

Essential
· Subject matter expertise in some HRSS administrative functions
· Excellent customer service skills
· High standard of verbal and written communications
· Ability to work in highly pressurised environment
· Target driven
· Positive attitude
· Organised
· Good skills in Microsoft office products

Desirable
· Contact Centre experience
· Experience of Oracle/PSe/CRM


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