Customer Service Advisor

Closing date: 5 July 2024

As a member of our Customer Service and Sales team you will actively contribute towards our goal of 'Inspiring people and businesses to work safely and sustainably.'

Working within the team, the primary focus of your role will be to act as the primary point of contact for first time and infrequent customers. This includes taking bookings and developing relationships. Every customer counts, and you will utilise your outstanding customer service skills to maximise opportunities and ensure every booking is processed with care and attention.

Working efficiently and effectively, you will have to be flexible and able to prioritise, quickly adjusting to the demands of the department.

Who are we?

SSG Training and Consultancy provides QHSE and HREL services to a wide range of organisations, across a variety of industry sectors, including construction and allied services, manufacturing, retail, energy, agriculture, tourism, food and catering, education, events and facilities management.

Location

This position is based out of our head office at Plymouth.

Customer service

Always follow SSG's friendly and professional customer service approach

Ask the right questions to identify your customers' needs

Anticipate customers' expectations and always aim to exceed them by giving proficient advice

Maintain a solid knowledge of our services on offer

Up- and cross-sell across our full range of services

Communicate effectively and efficiently with your colleagues in the technical and customer service teams

Professionally deal with any complaints and turn them into opportunities wherever possible

Maintain regular contact with a selection of existing clients via telephone or email

Sales

Maximise opportunities for sales arising from every phone call you take

Achieve call targets

Engage with sales initiatives identified by the marketing and leadership team

Spot opportunities for up- and cross-selling

Work closely with the key account management and technical services teams, helping them to achieve their meeting targets

Administration

Generate training proposals, consulting with internal experts as and when required

Take and process bookings over the phone or via email

Process payments in a safe manner

Regularly update our customer database

Flag any internal opportunities for improvement

Our advisors must have:

Proven experience in a phone-based customer service role

A level of care to act as an effective team player with drive, energy and passion to motivate self and fellow team members

Strong interpersonal skills and proven ability to develop and maintain cooperative and supportive relationships and communication channels with members of other teams

Good administration and IT skills, particularly with MS Office programs

A general ability to understand the bigger impact on the business and identify opportunities for growth, innovation and improvement

Aptitude to work independently, be able to prioritise and think about the broader impact of your decision-making across the business

Ability to remain calm under pressure and handle challenging situations / clients

A positive attitude towards problem solving / solutions-based approach

A sense of humour

This is a full-time role, however part-time hours will be considered for the right applicant.

Benefits

Close-down over Christmas

Onsite free parking at our training centres and office

Regular access to free learning and development opportunities

Incentive and referral schemes

Wide range of company wellbeing benefits: internal exercise classes, mental wellbeing support, regular teambuilding activities

Benefit of working in an organisation that treats employees with respect and compassion, living and working by our values of being professional, caring and friendly

We take social responsibility very seriously and regularly support our team members' chosen charities

To apply

If you would like to work in a forward thinking and successful company providing excellent personal development opportunities, together with a competitive salary, then we would like to hear from you. Please forward your CV with a covering letter by email to manuela.grossmann@ssg.co.uk.