Customer Service Advisor

** Customer Service Advisor - Full Time - Salary £24,242 to £26,416 (dependant on experience) Hybrid working
** Join us and you’ll have an opportunity to make an impact and be part of an organisation committed to driving sustainable outcomes. At OS, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.
** Join our dynamic Customer Service Team
** Our Customer Service Team bridges the gap between technical expertise and customer satisfaction. This role involves providing timely, accurate, and empathetic support to users experiencing issues with hardware, software, or digital services. Our Customer Service Advisors troubleshoot problems, guide customers through solutions, and escalate complex cases when needed - all whilst maintaining a high standard of service and professionalism. We are a small team and embrace a collaborative, innovative, and flexible work culture.
** About the role
** In this role, you’ll be responsible for delivering high-quality customer support across multiple channels. We’re looking for someone who can:
* ** Customer interactions:
** Respond to customer enquiries via phone, email, chat and social media. Provide accurate information about products and services. Resolve customer issues and complaints efficiently and professionally.
* ** Order processing:
** Assist customers with placing orders, tracking shipments and processing returns or exchanges. Ensure all transactions are accurately recorded and processed.
* ** Customer management:
** Foster strong relationships with all customers. Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
* ** Problem solving:
** Identify and troubleshoot customer issues related to products and services. Escalate complex issues to the appropriate department or supervisor when necessary.
* ** Feedback and improvement:
** Gather customer feedback and provide insights to improve products and services. Participate in training sessions to stay updated on new products and services.
* ** Understanding different customer groups:
** Ability to understand and address the unique needs of the public, businesses, utility companies and government customers. Strong interpersonal skills to build rapport with diverse customer groups.
** We are looking for someone who is
*** Calm under pressure and resilient in fast-paced environments
* Curious and eager to learn new technology
* A team player with a proactive attitude
* Detail-oriented and organised
* Basic understanding of App functionality
* Able to work using multiple system and processes
** The Rewards
**** We want you to love what you do. That is why our benefits package rewards a job well done. Check out how we support and invest in our employees by
*** Salary £24,242 - £26,416 (dependent on experience)
* Performance related bonus up to 10%
* A competitive pension scheme (OS contributes up to 12.07%)
* 28 days annual leave on joining and an additional day per year rising to a maximum of 30 days after 5 years’ service
* Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
* Free subscription to OS Maps
* Access to online learning platforms
* Coaching and Mentoring schemes
* Plus, a suite of excellent additional perks and benefits
** At OS, we believe looking after your health and wellbeing means more than posters and events. We empower you to manage your work and life the way you need it by offering things like
*** An extra days’ leave for each year you work, up to 33 days
* Employee Assistance Programme
* Hybrid working
* Free onsite parking at our modern HQ in Southampton
* We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
* Eyecare Vouchers
* OS Explorers Nursery discount
* Cycle to Work scheme
* We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme
** Location
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