Contact Centre Senior Advisor

Job Description

Senior Advisor  -  VIP

Ewloe

Working Full time 37.5 hours per week between the hours of 07.30 - 18.00 working weekends on a rota basis

We are currently recruiting a talented and results driven Senior Advisor to join our busy contact centre team in our Ewloe Contact Centre.

The role:

If you thrive working in a hive of activity, love the buzz of knowing that every call means a sale and enjoy enhancing the customer experience, then you’ll love working as a Brakes Senior Advisor. 

The role of Senior Advisor is to work highly efficiently and effectively as a trusted advisor and expert supporting both customers and colleagues.  You will provide support and guidance to ensure Advisors are enabled to provide an excellent service to our customers and to ensure the company's reputation is maintained and enhanced, this includes taking ownership of escalated customer issues and providing timely, relevant and appropriate solutions.

This role supports both the Team Managers and Operations Managers, and will be engaged in training, buddying and supporting the team. The post holder will be required to be hands on and be able to work in a fast paced and dynamic environment, therefore it is critical you are able to set a good example of professionalism.

They’re the people who make it happen for our customers – ensuring that ordering is easy, whilst upselling products that will enhance the customer experience.  You’ll naturally promote and embrace our inclusive team environment and we’re sure you’ll have some fun along the way! 

• Handle both inbound and outbound customer contacts.
• Ensure all issues are dealt with according to agreed KPI’s.
• Deliver an excellent customer experience, supplying fast, up to date resolutions.
• Support Team Managers with coaching and development.
• Will act as acting shift manager on shifts  and weekends
• The role will be a mixture of advisor, coaching, co-ordinating & quality monitoring.
• You will understand the KPI’s aligned to our business objectives incorporating service, cost, employee engagement and customer satisfaction.
• Ensure all customer queries/complaints are documented using the appropriate systems and processes.
• Train nominated advisors as appropriate to fulfil development requirements of team.
• Act as an SME on key area(s) systems and processes.
• To deputise for a Team Manager in their absence, to ensure the day-to-day activities are carried out efficiently and effectively.

Required skills and competencies:

• Results Orientated – Confident, self-motivated and positive attitude with strong commercial awareness.
• Ability to proactively give feedback and act on feedback given – Champions a coaching and empowerment culture.
• Proven rapport builder with excellent influencing and negotiating skills.
• Experienced at handling and diffusing irate colleague and customer situations.
• Excellent problem-solving skills - Shows flexibility and adaptability for the good of our customers.
• An ability to build and maintain good working relationships at all levels.
• Leads, inspires and promotes confidence within a Team. 
• A strong Team player with focus on continuous improvement

What you’ll get:

• A competitive salary
• Huge discount on all sorts of lovely food and award-winning products
• Generous holiday allowance, with option to purchasae more.
• Recognition awards and Incentives
• Pension
• Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility.
• And much more….