Customer Service Advisor, Bradford, West Yorkshire, £15,000 + £2000 Shift Allowance

Our client is one of UK?s largest providers of home care for the elderly. They are looking for a Customer Service Advisor for their busy office in Bradford.

Main Purpose

To provide an effective and appropriate response to calls made to the Company, and to contribute positively and effectively to the provision of an out of hour?s emergency service.


Key Responsibilities

? Operate the Service Centre equipment on a rotating shift basis, in accordance with procedures, to deliver an effective community alarm service by answering alarm and voice calls generated by customers and other stakeholders and ensuring an appropriate and reassuring response
? Take immediate action as necessary, including contacting emergency services, scheme staff, nominated contactors or other services, and accurately recording information provided, identifying appropriate assistance, and passing on necessary details to enable assistance to be provided by others
? Act as an effective link between the customer and scheme, when scheme staff are off duty, and liaise with outside agencies including the emergency services on behalf of the customers when required
? Maintain Service Centre database and equipment, including updating customer records, fault logging and reporting to appropriate service providers.
? Receive, process and action out of hour?s repairs from schemes in accordance with Anchor policies.
? Monitor the building?s security, using CCTV and alarms provided.
? Attend staff meetings, training courses and other meetings on and off site as required, and contribute towards a personal development & training plan for continuous improvement.
? Work as part of a team and maintain effective communication within the team, and other departments and agencies as required.
? Perform any other duties as reasonably requested;


Requirements Essential/Desirable
Skills &Knowledge
? Customer focus and can do? attitude
? Team Player with ability to work with others to perform in a constantly changing environment;
? Organised and Methodical
? Written and verbal communication with the ability to convey key messages to a variety of people
? Ability to remain calm and use initiative in demanding situations
? Ability to rapidly assess a situation and adopt the appropriate style accordingly in line with procedures
? PC Literacy: Microsoft Word, Outlook (intermediate) and ability to use a database
? Knowledge of Data Protection Act
? Awareness of Freedom of Information Act
? Awareness of issues affecting older people would be desirable
Job Related Experience
? Experience of retrieving, amending and storing information.
? Community alarm and/or call centre experience would be desirable;
? Housing, social or care background would be desirable.
? Used to working with remote customers would be desirable.


Key Words : Customer Service, Bradford, West Yorkshire,PC Literate, Team Player,

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003