Customer Support Advisor

Salary: £24,000-£26,000 per annum

Hours per week: 35 per week - flexible 8:00am - 6:00pm contract on a rota basis. Shifts are 8.00am-4.00pm, 9.00am-5.00pm, 10.00am-6.00pm

Location: At IOSH, we embrace hybrid working because we believe it's the key to achieving work-life balance, strategic success and fostering our collaborative culture. You’ll be required to work from our head office in Wigston, Leicester a minimum of 2 days per week. The remainder of your working hours will be undertaken from home.

Closing date: Friday 03 January 2025

Interview date: TBC.

About the role

We are expanding our Customer Service team and are looking for a Customer Support Advisor to help us maintain exceptional service standards and enhance the customer experience.

This role is key to driving continuous improvement by performing quality monitoring checks, conducting training sessions, including onboarding of staff to set them up to succeed. You will play a pivatol role in supporting and delivering training to the customer service teams through the collation of monitoring and feedback. You will also handle customer complaints with professionalism, ensuring customer satisfaction is achieved at all times.

This is an excellent opportunity to work in a dynamic, collaborative team environment, where your coaching and problem-solving skills will help guide our team towards success.

In this role, you’ll not only support new staff onboarding but also help coach and mentor existing team members. You’ll drive performance improvements and provide valuable feedback that will directly impact the customer experience.

What we are looking for.

We are seeking a highly motivated and experienced Customer Support Advisor with a passion for delivering exceptional customer service and helping develop others. The ideal candidate will have at least 2 years of experience in customer service, preferably in a multi-channel environment, with expertise in complaint handling and resolving customer issues.

You should have a strong ability to train, onboard, and mentor new staff, helping them understand processes, policies, and customer service expectations.

Excellent communication skills are crucial, as you will be interacting with customers and internal teams, ensuring clear, professional, and empathetic communication. Attention to detail is essential for performing quality checks on customer interactions, analysing performance data, and providing actionable feedback. You will be expected to think critically when handling escalated complaints, finding effective solutions under pressure. Experience in multi-channel environments, including phone, email, and digital platforms, will be important for managing diverse customer interactions.

As part of a collaborative, high-performance team, you will be proactive in identifying opportunities for improvement in customer service and internal processes. You should have strong organisational skills to manage multiple responsibilities and the ability to inspire and develop your colleagues. Experience in a membership organisation or a customer-service-focused environment is beneficial, and familiarity with CRM systems, call handling software, and reporting tools will be advantageous.

If you thrive in a fast-paced, customer-focused role and enjoy mentoring others while delivering exceptional service, this is the role for you!

Essential criteria

• 2+ years' experience in customer service, including complaint handling in a multi-channel environment.
• Proven ability to train, onboard, and mentor staff, with strong communication and coaching skills.
• Experience in resolving complaints, performing quality checks, and providing actionable feedback.
• Strong problem-solving, organisational, and time-management skills to handle multiple tasks effectively.
• Familiarity with CRM systems and multi-channel contact centre environments, with experience in process improvement.
• Experience in coaching and delivering training.

What is in it for you?

We support our colleagues to bring their best selves to work, so they can deliver exceptional outcomes. We do this by offering a comprehensive benefits package, including:

1. Hybrid working and flexibility to ensure a positive work-life balance.
2. 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more.
3. Private medical insurance and healthcare cash plan covered by IOSH.
4. Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5%.
5. Individual performance related pay scheme
6. Up to five paid volunteering days per year
7. Employee Assistance Programme to support you and your dependent's wellbeing.

About us

The Institution of Occupational Safety and Health (IOSH) is the world’s Chartered body for safety and health professionals.

We understand that diversity of thought, culture, perspective, and background is essential to our vision. We believe in creating a personal environment where everyone is treated as they wish to be treated. At IOSH, you can be yourself, no matter who you are.

We are proud to be a disability confident employer and guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy.

Find out more about how we advocate for, and support health and safety professionals worldwide to create a safer and healthier world of work by visiting www.iosh.com.

How to apply

To apply, you will need an up-to-date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.