Advisor Chief Nursing Officer

Job Description

Main purpose

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.

Key responsibilities:

Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact

Identify and understand customer needs in order to provide a consistently high quality service

Effectively promote the client s products and enhance customer experience and loyalty

Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service

Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner

Ensure action is taken to increase customer retention, loyalty and build a credible reputation

Operate customer related information systems to the required standard maintaining accurate and secure records

Requirements

Understand and adhere to the company and department standards, policies and procedures

Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed

Customer service

Pro-active problem solving and decision-making skills

Goal orientated

High stress tolerance

Team work

Adapt to change quickly, in a fast-paced environment

Experience, knowledge, skills and attributes required:

Minimum 12 months experience in customer service role (Contact center)