Customer Support Advisor

Overall purpose of the role:

To act as the first point of contact for MHFA England customers, responding across multi-channels. To provide high quality, responsive and efficient customer service, dealing with customers’ enquiries professionally and to a standard that meets and surpasses MHFA England customer service standards and targets.

Key responsibilities:

Implementation:

1. Monitor and respond to customer needs and issues through the different Customer Support channels, utilising appropriate questioning and listening skills to identify and offer appropriate solutions within agreed SLAs, policies and processes.

2. Contribute to the customer service data collection process for reporting purposes and provide support and/or cover where required.

3. Provide accurate, valid and complete information by using the right methods, tools and resources provided for internal and external purposes.

4. Resolve issues and complaints from customers through providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

5. Maintain detailed and accurate records of customer interactions and update records according to company policy.

6. Go the extra mile to engage customers whilst maintaining MHFA England’s values.

Collaboration and connectivity:

7. Co-ordinate and engage with staff and initiatives across all departments to continually develop knowledge of MHFA England’s day to day business.

8. Facilitate sustainable relationships of trust through open and interactive communication with all MHFA England’s customers and staff.

Additional accountabilities:

Accountable for role modelling the values of the organisation.

Further information can be found here.