Senior Customer Support Advisor - Operations (Supplier Support)

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Job title:

Senior Customer Support Advisor - Supplier Support

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Team Leader

Job summary:

To provide excellent customer service in our Supplier Support team. Explaining the benefits and processes associated with our service as well as handling enquiries and issues through first line support. Support to Team Leader including creating and running MI reports as required.

Key responsibilities

• Assist Team Leader with regular reporting, including Supplier analysis metrics and Supplier sales performance. Utilising outcomes to help create and determine ways for improvement with our operational approach to contacting suppliers.
• Running/creating a variety of CRM reports requested by Team Leader (as required).
• Liaising with Service Delivery Management team regularly, to establish and manage new, efficient ways of communication between Buyer Management and Operations team.
• Support with training & mentoring of new and existing team members. This may include involvement with creating new induction schedules, advanced CRM training, and side by side call monitoring.
• Resolve queries and escalate as necessary (i.e. a team leader/manager/other group) and log if appropriate.
• Managing core responsibility (Calls/Inbox) effectively whilst still allowing time for other key activities.
• Confident in processing customer payment transactions while always maintaining high level of accuracy.
• Build a rapport and strong relationship with customers by offering support and advice throughout the process.
• Accurately log and update customer records on the status of their questionnaires using internal CRM application.
• Identify ways in which processes and procedures can be streamlined and made more efficient.
• Active participation in team meetings to share and exchange information.
• Consistently meet or exceed personal targets.

General

• Work together as part of the Operations team to ensure overall KPIs and process deliverables are consistently achieved.
• Be pro-active at all times and 'go the extra mile' to uphold a first class customer experience
• Articulate and able to maintain good relationships with colleagues and customers.
• Ad hoc tasks assigned from time to time by the Team Leader to meet the needs of the business

Key requirements

Knowledge and experience

• Previous experience and knowledge within Hellios customer service environment
• Working knowledge of data management and data analysis
• Demonstrable experience of process improvement
• Proven track record of working to deadlines and targets
• Customer contact through inbound and high volume of outbound calls
• Ability to adapt to the needs of a growing business

Qualifications and skills

• Education to degree level (or equivalent)
• Highest accuracy and attention to detail
• Ability to learn and adapt to new systems and applications quickly and effectively
• Strong organisational and time management skills
• Detailed working knowledge of Excel to Intermediate or Advanced level
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator, both written and verbal, with good interpersonal skills
• Commitment to provide excellent customer service at all times
• Flexible in approach

Salary and remuneration

This post will attract a competitive salary and our benefits include:

• 25 days holiday per annum (3 days between Christmas and New Year Optional)
• Blended working
• Performance related bonus scheme
• Contributory pension scheme
• Free onsite car parking
• Flexi Friday scheme
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events

Further information

The Operations team deliver our core business to the highest quality and through first class customer service. All postholders should be computer literate with a good working knowledge of MS Office especially Excel. Extensive training will be given on specific applications.

The postholder will be required to work Monday to Friday, 37.5 hours per week.

The career progression for this role may be in account management or specialist Operational roles.

The Company's policy of blended working requires the postholder to work three designated days in the office and two days working from home. This policy may be reviewed from time to time.

More about us..

Hellios Information is a supplier information and risk management company operating in financial services, defence and retail industry sectors. The company was founded to benefit major blue chip companies and their suppliers by providing a single streamlined approach by providing and sharing data across an industry community in areas such as modern slavery, cyber security and GDPR.

Hellios has grown from a start up in 2012 to having over 80 employees and turnover of more than £7million. The Company is continuing to grow quickly and a key part of this role is to contribute to the Company's future growth

The ethos of Hellios and each of our employees is to provide the highest quality service and technology based on long term sustainable relationships with our buyer and supplier customers. To find out more about Hellios and the core values that underpin the culture of our people, partners and the way we work with our customers please visit our website at http://www.hellios.com