Customer Service Advisor
Permanent Role
Location - Warrington , 3 Days office based 2 Days working from home
Caroola is a group of market-leading brands specializing in managing tax, umbrella, and accountancy services for small businesses and high-quality contingent workforce in the UK. Our mission is to empower our clients and workforce through innovative solutions, unrivalled service, and expert support.
Role Overview
As a Customer Service Advisor you will deliver high-quality support across all contact channels to employees or agency/clients, resolving queries efficiently by taking full ownership to ensure service excellence
Key Responsibilities
· Handle inbound and outbound contacts across all channels
· Resolve queries with a first time resolution
· Own queries end-to-end, ensuring updates and timely closure
· Identify and reduce avoidable contact
· Use knowledge and tools, scripts and workflows correctly
· Gather feedback and escalate emerging issues
· Contribute to accurate record-keeping and case notes
Essential Experience and Skills Required
*Previous experience in a Contact Centre environment.
*Ability to communicate clearly.
*Strong customer focus.
*Ability to be innovative and use own initiative.
*Personal workload organisational and time management skills.
*Ability to deal with difficult situations in an assertive and supportive manner.
*Ability to work as part of a team with active and valuable contribution.
*An understanding of and adherence to all confidentiality aspects required.
*An understanding of and adherence to all relevant health and safety procedures.
*Excellent computer and keyboard skills with experience of using Microsoft Office applications.
*Ability to work flexibly to meet the demands of the business including shift rotations
Benefits Package
*Annual Leave - Enjoy 25 days off plus Bank Holidays to reach a maximum of 29.
*Bupa Private Medical Insurance
*Cycle to work scheme
*Company Pension
*Caroola supports the mental health of its people. Our dedicated team of qualified Mental Health First Aiders provide materials and support in areas such as mental health, mindfulness and personal health.
*Employee Assistance Programme We provide 24/7 365 days a year counselling and support through our Employee Assistance Programme
*Gym Membership
*Onsi - Salary Advance Scheme
*My Savings Pal - Earn cashback
*Hybrid Working
*Free Parking