Customer Service Advisor

Romsey, Hampshire
£15870/annum Progression available
18 Oct 2016
17 Nov 2016
Contract Type
Impact Ltd is a professional outsourced contact centre providing a wide range of services to clients including B2B and B2C solutions. Our business has a diverse range of clients who provide different services and products to their customers. We employ around 160 staff and due to new business we are looking to recruit for our Customer Service team.

Key Responsibilities and Duties
Provide advice and help to customers on a range of different consumer products via inbound phone calls to the customer service team and make call back calls to customer as required
Liaise with courier services in respect to customer delivers
Manage complex customer complaints with excellent customer care
Process refunds and payment queries in line with client policies and procedures
Respond to customer emails and letters with accurate, relevant and complete information
Buddy training with new members of the team and assisting the inbound sales team as business requires

Person specification
A passion for delivering excellent customer care and service
Excellent telephone manner with the ability to deal with customer queries quickly and efficiently
Ability to make a difference to the customer, delivering high levels of service with minimal supervision
Approachable, friendly, positive, polite and tactful
Good IT skills including use of e-mail and Microsoft products
Ability to think through complex problems and arrive at workable solutions
Experience in complaint handling to ensure customer satisfaction
Excellent people skills to help coach and mentor other staff

Full support and ongoing training from our coaching and training teams
NVQ’s and progression available in a growing and well established company

Full time 40 Hours - 5 days over 7 days
A typical week may look like the following - Monday to Friday 09:00 – 17:30 with one late shift 12:30 – 21:00 working regular weekends which will include a drop day during the week.


Salary £15,870 per year (£7.63) – plus call quality allowance
Promotion to next grades available including development to next grade at £16,994 (£8.17)
Extensive on-going training with full commitment to personal development and NVQ qualifications
21 days’ holiday accruing to 25 days based on service plus bank holidays
Company Pension
Subsidised lunch/refreshments with free tea and coffee
Staff discount on products
Modern offices using the latest technologies, free on-site parking and excellent transport links including local train station
Subsidised gym membership
Subsidised staff entertainment throughout the year