Customer Helpline Advisor

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This is an excellent opportunity to join a successful and growing organisation in the Ascot area.

£21,000 - £23,000 per annum

You will be the first point of contact for all inbound enquiries that seek information and advice from the range of services our client offers.

The position will involve working on a shift pattern, the helpline hours operate between 8am and 8pm. It will involve some occasional weekends in the future.

Shifts - Monday to Friday
Week 1 – 8am – 4pm
Week 2 – 10am – 6pm
Week 3 – 12pm – 8pm


This is not a large call centre environment, you will be part of a small, friendly and supportive team.

The duties will include the following:

Answer calls from customers and ensure their enquiries are passed to the correct department
Offer support to customers requiring a quick resolution or immediate advice
Ensure that customers are referred to the relevant department and all case notes are past to the relevant person
Keep all customer databases up to date
Provide reports to managers and escalate enquiries when necessary
Ensure that customers receive a prompt and professional service at all times
Learn and understand all policies and services available
Work with colleagues and managers to drive continuous improvement
Attend regional meetings and training sessions - these will be held at other UK sites so it is imperative that you have your own transport
For this position we are looking for the following skills/attributes:

Excellent communication skills
The ability to build rapport with customers
Strong team building skills
The ability to prioritise and monitor your own work
Proven experience of working in a customer focussed environment
A drive for continuous improvement and exceeding customers expectations
The ability to explain company services clearly and provide a high standard of care to customers