What Jobs are available for Customer Service Representative in Birmingham?

Client Relationship Manager (Financial Services)

35,000 - 40,000 + Hybrid (2 Days at Home) + Pension + 34 Days Holiday + Bonus + Training

Edgbaston

Are you a Financial Services professional with experience in wealth management looking to join a tight knit Financial Services company known for looking after their staff which will offer you support in acquiring further qualifications, excellent bonus schemes and 34 days holiday?

On offer is the opportunity to join a client focused financial advisers who pride themselves on their bespoke approach to financial advice. They are going through a period of organic growth and are looking for a paraplanner to bolster their team.

Your role will involve managing the account of 30-40 clients offering them updates and being a first point of contact. You will conduct early-stage research and general admin.

This role would suit someone with experience in a wealth management company looking to join a tight knit business that will offer you a hybrid role with a generous bonus, 34 days holiday and the opportunity to become a technical expert.

The Role

* Managing 30-40 clients
* Early-stage research
* General admin
* Hybrid 2 days at home 3 in office
* 8:45-17:00 Monday to Friday

The Person

* Experience working in a wealth management company
* Looking for stability
* Looking to join a growing company

Reference number: 22282

Key words: Paraplanner, finance, consultant, dentists, clients, planning.

If you are interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

We are an equal opportunities employer and welcome applications from all suitable candidates. The salary advertised is a guideline for this position. The offered renumeration will be dependent on the extent of your experience, qualifications, and skill set.

Ernest Gordon Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job, you accept the T&C's, Privacy Policy and Disclaimers which can be found at our website.

Position: Customer Support Advisor

Contract Length - 2 Months

Working Pattern: Full Time

Location: Pinley House, Coventry / 250 Bath Road, Slough

Are you passionate about delivering exceptional customer service in the automotive industry? Do you thrive in a dynamic environment where your problem-solving skills can shine? If so, we have the perfect opportunity for you!

What You'll Do:

• As a Customer Support Advisor, you will be the frontline hero, managing all customer inquiries and ensuring they receive the highest standard of service. Your role will involve:
• Delivering Exceptional Service: Provide friendly and professional telephone support to all customers, meeting service level expectations and quality standards.
• Understanding Customer Needs: Identify and address customer requirements, delivering solutions that foster retention and uncover renewal opportunities.
• Managing Customer Requests: Utilize our in-house contract management system to handle all customer requests, including complex inquiries and financial modifications.
• End of Contract Management: Oversee the return of vehicles at contract termination, proactively seeking opportunities for extensions or renewals.
• Feedback Champion: Drive our Net Promoter Score (NPS) survey by encouraging positive feedback from customers during your interactions.
• Complex Problem Solver: Handle difficult inquiries with tailored responses, ensuring customer satisfaction and proper escalation when necessary.
• Continuous Learning: Stay updated on products, procedures, and compliance regulations to serve as an expert resource for customers and internal teams.

What We're Looking For:

• Experience: Previous experience in customer services is essential, preferably in a call center environment. Knowledge of leasing products is a plus!
• Communication Skills: Strong verbal and written communication abilities to effectively engage with customers and internal stakeholders.
• Analytical Mindset: Excellent numeric and analytical skills, with meticulous attention to detail.
• Initiative & Teamwork: Ability to work independently while also being a collaborative team player.

Why Join Us?

• Dynamic Environment: Work in a fast-paced team that thrives on meeting challenges head-on.
• Career Growth: This role opens doors to future opportunities, including potential promotions within customer support management.
• Impactful Role: Contribute to improving customer experiences and departmental performance, making a real difference every day!

Ready to Make a Difference?

If you're excited about helping customers and eager to learn in a vibrant team, we'd love to hear from you! Apply now to become a key player in our customer support team and help us enhance customer satisfaction in the automotive sector.

Our client is an equal opportunity employer and welcomes candidates from diverse backgrounds to apply.

Join us on this exciting journey-your next adventure awaits!

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you

• Provide high-level customer support via various communication channels.
• Resolve complex customer issues and complaints escalated from the support team.
• Mentor and coach junior customer support representatives.
• Develop and maintain knowledge base articles and FAQs.
• Analyze customer feedback to identify areas for service improvement.
• Troubleshoot and diagnose product or service issues.
• Process orders, forms, applications, and requests accurately.
• Collaborate with other departments to ensure customer satisfaction.
• Contribute to team goals and performance targets.
• Maintain detailed and accurate customer records within the CRM system.

• Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Experience in training or mentoring junior staff.
• A commitment to delivering outstanding customer service.
• Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce) is a plus.

• Lead, train, and mentor a team of customer support representatives to ensure high performance and professional development.
• Oversee daily support operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues and complaints, providing timely and effective resolutions.
• Collaborate with product, sales, and marketing teams to address customer feedback and identify service improvements.
• Contribute to the development and maintenance of customer support knowledge bases and FAQs.
• Identify trends in customer inquiries and issues, providing insights to drive product and service enhancements.
• Ensure adherence to company policies and procedures in all customer interactions.
• Participate in hiring and onboarding processes for new support team members.
• Contribute to the continuous improvement of support tools and technologies.
• Work effectively in a hybrid environment, fostering team cohesion both remotely and in the office.

• Proven experience in a customer support role, with at least 3 years in a leadership or supervisory capacity.
• Demonstrated success in managing and motivating a customer support team.
• Excellent understanding of customer support principles, methodologies, and tools (CRM, ticketing systems).
• Strong problem-solving, analytical, and conflict-resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
• Proficiency in using support software and relevant technologies.
• Experience in developing and implementing customer service strategies.
• Strong organizational skills and attention to detail.
• Bachelor's degree in Business, Communications, or a related field is preferred.

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Diagnose and resolve technical issues and product-related queries.
• Provide clear and concise instructions and guidance to customers.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Identify trends in customer issues and provide feedback to the product development team.
• Contribute to the creation and maintenance of a comprehensive knowledge base.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Adhere to all company policies and procedures regarding customer support.
• Participate in virtual team meetings and training sessions.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.
• Self-motivated and able to work independently with minimal supervision.
• A reliable internet connection and a suitable home office setup.
• Experience with (mention specific industry software if applicable, e.g., SaaS platforms) is a plus.
• Must be legally eligible to work in the UK.

• Provide advanced technical and non-technical support to customers via various channels, including email, phone, and live chat.
• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems when necessary.
• Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
• Train and mentor junior customer support representatives, sharing best practices and providing guidance.
• Monitor customer feedback and support metrics, identifying trends and recommending improvements to enhance customer satisfaction.
• Collaborate with product development and other teams to communicate customer needs and suggest product enhancements.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Contribute to the continuous improvement of customer support processes and workflows.
• Handle administrative tasks related to customer accounts and support records.
• Act as a point of escalation for challenging customer inquiries, demonstrating exceptional problem-solving skills and a calm demeanor.

• Handle complex customer inquiries and issues via phone, email, and live chat with professionalism and efficiency.
• Provide first-line technical support and troubleshooting for products and services.
• Guide and support junior customer service representatives, sharing expertise and best practices.
• Develop and maintain a deep understanding of our client's products, services, and policies.
• Escalate unresolved issues to appropriate departments while maintaining ownership until resolution.
• Identify recurring customer issues and provide feedback to product development and management teams for service improvement.
• Create and update customer support documentation, FAQs, and knowledge base articles.
• Assist in training new customer support staff on procedures and systems.
• Monitor customer feedback and satisfaction metrics, aiming to exceed targets.
• Ensure all customer interactions are logged accurately and efficiently in the CRM system.
• Act as a brand ambassador, representing the company's values and commitment to excellent service.
• Participate in team meetings, contributing to discussions on improving customer experience.

• Proven experience (minimum 3 years) in a customer service or technical support role, with at least 1 year in a senior or lead capacity.
• Excellent communication skills, both written and verbal, with a clear and confident tone.
• Strong problem-solving and analytical abilities, with a knack for finding effective solutions.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A patient, empathetic, and customer-centric approach to handling all interactions.
• Experience in mentoring or supervising junior team members is highly advantageous.
• Familiarity with (Specific industry, e.g., software, retail, finance) products and services is a plus.
• High school diploma or equivalent; further education or relevant certifications are a bonus.