Customer Service Advisor

  • Apprenticeship Reference: 1347641528-2
  • Date Posted: 5 June 2024
  • Apprentice Employer: BUZZ Bingo
  • Location: Nottingham, Nottinghamshire
  • Apprentice Pay: £25,255
  • Apprenticeship Sector: Digital, Health and Safety, PR & Communications, Project Management, Social care
  • Apprenticeship Type: Permanent

About this Apprenticeship

Are you passionate, customer-focused professional with exceptional comminucation skills?

We'are looking for two people, within commutable distance of Nottingham City Centre to join our team of Customer Service Executives in our Nottingham based Buzz Hub.

You will have a great positive attitude, friendly tone and approachable personality to join our hard-working, busy but friendly customer service team. You'll be a people person with a friendly, flexible approach and be organised and articulate with great communication skills.

To be successful in this role you'll have an engaging personality, be able to remain calm under pressure and you'll be highly passionate about your role working towards both your own and business targets and of course you'll have great PC skills.

You'll have experience in a contact centre environment or have experience in customer service you will be the first point of contact in answering inbound calls, answering queries via Live chat or emails in our busy call centre ensuring that our customer is at the heart of everything you do to help us improve our overall customer experience.

Benefits

  • 33 days annual leave (including bank holidays)
  • Options to buy additional leave
  • Annual company bonus scheme
  • - a physical and mental wellbeing app for you and your family with remote access to a GP for advice and more
  • Thrive App - for your mental wellbeing approved by the NHS, and is designed for the prevention, early detection and self-management of common mental health conditions
  • My Eva - an online financial expert to help with any money-related matters from building up savings, finding the right mortgage, managing debt, pension saving and so much more
  • Buzz Brights Apprenticeships
  • Buzz Learning our digital learning platform with access to 100s of online courses
  • Refer a friend scheme
  • Life assurance
  • Company pension

Your tasks and responsibilities

  • Respond to all telephone-based enquiries from our online and land-based customers
  • Respond to all email contact from our online and land-based customers
  • Respond to all Live Chat contact from our online and land-based customers
  • You will need to understand all promotions and policy and procedures to ensure you handle and resolve all customer contact correctly
  • You will deliver outbound calls/ email campaigns, this could include customer satisfactory surveys or Trust Pilot reviews
  • To strive toward the achievement of Key performance Indicators for the customer service department
  • Continuously demonstrate excellent customer service skills (including questioning, probing, listening, establishing rapport and closing communication)
  • Demonstrate whilst handling customer contact that you put the customer at the heart of what you do daily, ensuring you take personal accountability in resolving customer queries effectively and in a timely manner
  • You will ensure that all customers receive a consistent and maintain a high standard in service standards through the quality of verbal, written communications
  • You will be responsible for responding to social media comments to ensure that our customer queries are responded to in line with our brand tone
  • You must ensure that all written communication in customers cases is recorded to a high standard
  • You will ensure that all escalated enquiries are referred to the relevant department ensuring that all relevant information is captured for a speedy resolution
  • Identify and support all customers in relation to Safer Gambling tools, escalation to our Player Protection Team is provided at the appropriate times with accurate case notes recorded
  • You will be the first point of contact in complaint handling so priding yourself in delivering the best outcome for our customers is critical. You will be key in identifying the root causes, help create effective resolutions for our customers and ensuring that we can resolve complaints and service delivery and standards matter to us
  • Be passionate about being the best you can be and want to achieve targets and deliver outstanding service to our customers
  • A strong member of the team with the working ability to embrace the culture of Buzz Bingo core values and demonstrate them daily within the customer service team
  • Provide valuable insights to the business on key trends on customer contacts and highlight any potential technical issues that are impacting the customer journey as your voice matters to us

Your knowledge and experience

  • Previous experience working within the bingo industry or other similar roles with a passion for service!
  • You must have 2 years' experience in a face-to-face customer service role
  • Working in a customer service office, call centre is hugely important for this role
  • You must have experience working in a fast-paced customer service environment

Skills

  • You must be articulate through written and verbal communication
  • You must be tech savvy as you will use many technical systems
  • A clear communicator with the ability to stay calm under pressure
  • Ability to adapt quickly in a positive way
  • Your great at building rapport with others
  • You must have excellent organisation skills and attention to detail is critical

Our customer service team are contracted to work 40 hours per week working shifts between Sunday - Saturday, on a rotating shift pattern 9:30am - 10pm

Shift Pattern one will be:Week 1 - Mon - 11am to 10pm, Wed 9:30am to 8:30pm, Thu 11am to 10pm, Sat 9:30am to 8:30pmWeek 2 - Sun 9:30am to 8:30pm, Mon 11am to 10pm, Wed 9:30am -8:30pm, 11am to 10pm

Shift Pattern two will be:Fully Flexible 8hrs per day, 5 days out of 7.

We operate across all Bank Holidays.