Contact Centre Advisor

Role: Contact Centre AdvisorLocation: Glasgow (hybrid 2 days office/3 days home after successfully completing training period)Salary: 24,125.00 (salary inc after probationary period + again after 1 year service) + great benefitsHours: 37.5 hours per weekShift patterns: Mon-Fri between 8am-10pm + 1 weekend day every 8 weeksThis is an exciting opportunity for an experienced Contact Centre Advisor to join my Glasgow based client.Do you have experience working in a contact centre team who speak to existing customers?Are you organised and can work to deadlines?Are you naturally inquisitive and enjoy investigating?Role Responsibilities of the Contact Centre AdvisorManage Customer expectations and develop relationships with key stakeholdersTalking to customers about their contract and getting an understanding of next stepsManage and coordinate customer interaction, in line with agreed processes and SLAs.Effectively manage the customer experience to ensure that issues are resolved efficiently.Promote the brand at all times by providing a customer centric experience.Escalate complex issues and queries to Manager.Liaise with and act as a central point of contact for customers and internal teams to achieve departmental KPIs and SLAs.Maintain the consistency and accuracy of all data input into department databases.Build knowledge of customers.Prepare and produce management information as required.Continually look for ways of improving agreed departmental KPIs to enhance the customer ..... full job details .....