Job Description
Are you driven by a desire to provide outstanding customer service?
Do you thrive on helping solve customer queries?
Have you got exceptional communication skills – both written and verbal?
If this sounds like you, then we want to hear from you as we are looking for a person passionate about delivering excellence to customers to join our team as a Customer Service Advisor.
The British Institute of Cleaning Science (BICSc) is the largest independent, professional, and educational body within the cleaning industry providing training and education, setting standards and procedures for cleaning. BICSc membership now stands at over 55,000 individual and corporate members in the UK and Internationally.
Founded over 60 years ago, BICSc key objective is to promote the value and professionalism of the cleaning industry, providing training in the key skills required to enhance a cleaning operative’s core role whilst keeping them safe and encouraging them to work in a more effective and efficient manner.
As a membership organisation, our members are our customers, and we pride ourselves on the service we provide to them.
To help us continue to provide the support our members have come to expect, as part of the Customer Service Team you will be responsible for being first point of contact for callers to the Institute, supporting our customers via email, phone or Microsoft Team calls and account manager for UK portfolio of FM customers.
Working with our customers you may be asked to provide pro-active and reactive guidance and support to BICSc Members, holders of BICSc qualifications, employees within the cleaning industry along with colleagues. Guidance or support may include investigating solutions or resolution options to questions, queries or comments regarding BICSc products, the cleaning industry, staff, equipment or technology as required.
The role is a hybrid role with 2 days working from home and 3 days working in our head office in Northampton.
Main duties:
Provide account management for a UK based FM customer portfolio, developing an understanding their requirements and
As first point of contact for BICSc provide an excellent level of customer service through accurate, relevant, professional communication to both internal and external customers to deliver a positive customer experience.
Maintain a knowledge of issues pertinent to the cleaning industry.
Hold a strong working understanding of BICSc products and services to aid with provision of support and product recommendation to customer portfolio and potential customers of BICSc.
Schedule face-to-face or virtual audits and liaison visits for UK based FM customers ensuring all parties are fully informed whilst maximising the Verification Team’s time.
Assist in the development of and adhere to team operational Service Level Agreements in response to the various stages of the customer lifecycle.
Maintain data quality of customer accounts within Quality Management System.
Contribute to the company and Customer Support Team business objectives.
Participate in meetings and discussions, represent BICSc at internally and externally arranged events and exhibitions as appropriate.
Requirements:
Previous experience of working in a customer service role (face-to-face or remote) and a desire to deliver excellent support are key, along with a working knowledge of a CRM system and Microsoft Office skills.
Job Types: Full-time, Permanent
Salary: £21,000.00-£25,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
Ability to commute/relocate:
- Northampton, NN3 6LF: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- Customer service: 2 years (required)
Work Location: Hybrid remote in Northampton, NN3 6LF
Application deadline: 04/06/2023
Reference ID: BICS-CSA