Customer Service Advisor - Starting Salary £23,275.00

Our busy Customer and consumer team is looking for people to support their mission - to reach the hearts, minds, and spirits of our customers to help them meet their goals.

Join us and you’ll have an opportunity to make an impact. To empower projects that deliver real-world benefits across Britain. To hear our customers say they couldn’t have done it without us. And to be central to OS’s vision: to be recognised as world leaders in geospatial services; creating location insight for positive impact.

This role has hybrid working opportunities, you'll be required at our fantastic HQ in Southampton on a full-time basis during the initial training period, but after that can work from home up to 3 days a week.

This role is being offered on a 6 month fixed-term basis

About the role

We are looking to recruit an enthusiastic individual to join our Customer Service Centre team as a Customer Service Adviser.

As a member of our Customer Service Centre you will have the opportunity to deliver great customer service and support the organisation in achieving both its short and long term objectives. This is a contact centre role with live channels including telephone, email, live chat and social media.

You will be working at the front end of the organisation, enabling a variety of customers to achieve their end goal. This could be the purchase of a physical product from our online shop to providing technical solutions in relation to our digital data products. You will operate using numerous systems and processes to support our different customer base including consumer, business and government end users.

You will work and collaborate with both internal and external departments, to progress and resolve customer enquiries and complaints, using our CRM to ensure accurate recording of interactions.

As part of your role you would be expected to be proactive in identifying potential changes to improve both the customer journey and operational efficiencies. Through internal training, you will gain a thorough understanding of our products and services to enable you to speak competently and confidently to all customer types. Your customer service skills and experience will deliver a level of service that supports our brand image and strategy vision.

What we’re looking for

• Ability to show empathy and understanding to our customers
• Ability to manage expectations whilst you investigate customers queries
• Ability to pick up product knowledge fast
• Show resilience when taking care of difficult conversations
• To achieve KPI’s whilst maintaining excellent quality, ensuring customers queries are answered with the aim of a first time resolution
• Clear communicator across all different platforms, including Social Media, Email, Live Chat and Telephony
• Flexibility and able to adapt quickly to changing priorities, and willing to accept new challenges
• Contact centre experience desirable

The Rewards

We want you to love what you do. That’s why our benefits package rewards a job well done. We’ll give you:

• Starting salary – £23,275
• Performance related bonus
• A competitive pension scheme
• Flexible working options
• 28 days annual leave per annum - (rising by 1 day each year to 30 days after five years)
• Free subscription to OS Maps
• Free onsite parking at our modern office in HQ in Southampton
• Access to online learning platforms
• Plus, a suite of excellent perks and benefits

Location

We embrace a hybrid working model at OS and understand there is no one size fits all in relation to how we work. We have a fantastic HQ in Southampton, Hampshire where you will be required to spend two days a week with the remaining time being a personal choice as to whether you work from home, one of our regional offices or spend more time at OSHQ.

Security

OS conducts DBS background checks for all joiners and some of our roles require additional security clearance, including to SC or DV level in some cases. We will tell candidates at the appropriate time during the recruitment process if additional clearance will be required for this role.

Closing date: 20 October 2024

Interviews will be conducted at our Headquarters in Southampton

We believe diversity and inclusion is about working together – in an encouraging and respectful environment to reach our full potential. We believe combining different backgrounds, experiences and perspectives will help us reach our vision and be trusted and admired across the globe for setting the standards and leading the way.

We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background or religion.

We’re individually talented and collectively powerful, and we give you the space to take your career in whichever direction you want.

Skills required for this role:

Business Systems, Call Center, Complaint Management, Customer Relationship Management (CRM), Customer Service, External Customers, Marketing, Service Improvement