Results List - Customer Services Adviser (1435)

This Cardiff role offers a competitive salary and bonus, plus an option to increase your salary within the first year just through training; hybrid working (Cardiff 5 -8 days a month (initially in the office for training)); 28 days holiday a year plus Bank Holidays and 11% pension from the second year!

Salary: Hourly rate is £10.17 based on a 35-hour week

Bonus: You can earn up to £5,460 annually in a performance related bonus

Your salary starts at £18,500 AND can increase by £2600 per annum by taking part in our "Step Progression Programme", which is open to all advisers!!! (plus, the £5,460 performance related bonus).

Hybrid working upon successful completion of training within the Academy.

About the role

To deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels. Personalise the service in order to explore options with the customer, and where possible identify other needs that Which? products and services can be provided. Respond to incoming requests for cancellation of services, whilst exploring reasons for cancellation and if Which?'s other products and services can offer an alternative need.

Key responsibilities include:

Customer service, Sales and Retentions calls

• Deliver quality Saves inline with approved processes and techniques that deliver the best outcome for our members.
• Deliver customer focussed service calls for legal and core as and when needed
• Consistently deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels (telephony, email, live chat and social media).
• To ensure that the customer experience is in line with Which?'s customer service ethos
• Ownership of the of the customer journey in its entirety from a simple task right through to a customer complaint, and as a result working with relevant teams (where appropriate) to resolution for the customer
• Personalise the service in order to explore options with the customer, and where possible identify other needs the Proactively contact customers who are identified as at risk of cancellation or have suspended payments or lapsed subscriptions and ensure that every opportunity to retain these customers is investigated.
• Identify new business practices that could be introduced or suggest modifications to existing practices that could reduce the risk of customer cancellation.
• Deliver against both individual and team sales targets including number of calls, products sold, conversion rates, cross sales, upsells, as well as additional customer needs, quality and attendance in line with departmental objectives.
• Working collaboratively with all Member Services stakeholders and partners to optimise operational performance at Which? products and services can provide
• Develop and maintain a sound knowledge of Which?'s products and services in order to accurately manage and scope queries, whilst dealing with customer enquiries effectively and efficiently
• Respond to incoming requests for cancellation of services, whilst exploring reasons for cancellation and if Which?'s other products and services can offer an alternative need.

Systems, Records and Data

• Maintain accurate member call data in line with service requirements and in accordance with GDPR legislation.

Coaching and Development

• Constantly strive to improve knowledge, skills and performance through regular participation in coaching side by sides and 121 meetings with your Manager
• Take responsibility for and be actively involved in your personal development and progression

About You

Like us, you will have a passion for delivering a first class customer service with the ability to build a rapport and develop a great relationship with your customers. You'll have experience of working in a customer service environment, ideally office based and delivering against sales and service targets and SLA's, but if you think you have relevant customer service skills that are transferable we would love to hear from you too.

You'll enjoy working in a busy team environment interacting with customers in a variety of channels including telephony, email, live chat and social media. Experience of using different technology channels is an advantage. You'll have excellent communication skills written and verbal and will be able to adapt your style to all audiences.

We also have these benefits for you to consider:

• 28 days holiday + all bank holidays
• 35 hour working week
• Hybrid way of working, with patterns agreed at team level, based on the requirements for the role
• Award winning pension scheme - when you pay in 3%,Which? paysin 6% (rising to 11% after one year of service.)
• Discount site that offers large %% off everyday shopping across over 100 shops (so important that you can save on your small and large shopping items in this climate)
• Healthcare insurance
• Private medical insurance and opportunity to participate in Vitality rewards programme - at 6 months
• Discount website for daily spend - to help with the cost of living increases
• Free life assurance cover (worth at least 4x your annual salary)
• Free access to Which? member content
• Free access to Which? money and legal helplines
• 50% off making a will with Which? wills
• Tax-free cycle to work scheme
• Our friendly, family-feel office is close to Cardiff Central train station and a stone's throw from Cardiff City Centre

About Which?

All our roles are now hybrid and we will supply you with the tools and technologies to enable you to do this.

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we're not for profit and all for making consumers more powerful.

We impact in key areas such as consumer rights, scams, data protection and unfair pricing. Our investigations go deep and our expert advice is completely impartial. Same goes for our product reviews - our rigorous tests and expert recommendations help consumers to make better decisions. Come and champion consumers with us - it's important work. As people we're brave, caring, rigorous and insightful in the way we connect with each other to make change happen.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We want to receive applications from all regardless of age, gender identity, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race or ethnic origin, sex, sexual orientation, transgender status, social economic background. We believe that a diverse workforce helps us to understand and create a positive impact for consumers. We want to ensure that everybody can apply and be part of our recruitment processes, and therefore when required we make reasonable adjustments to accommodate our candidates.

We're committed to making sure our application process is accessible to everyone who would like to apply for any of our vacancies! Please reach out to if you need us to provide an alternative application method to support your accessibility needs.