Customer Support Advisor – Full Time

Customer Support Advisor Location: Paisley (hybrid role working between home and Paisley office) Contract type: Permanent Hours per week: 35 Salary: £18,626 per annum

Are you a solutions-focussed Customer Service professional who could provide first line telephone and email support to British Red Cross internal and external customers?

This position is based within our Shared Service Centre (SSC) providing customer Support to a range of services which include Accounts Payable, Accounts Receivable, Credit Control, General Ledger, Human Resource Data Processing, Payroll, Purchasing, Property admin, Systems Accounting and Training.

What you’ll be doing

As Customer Support Advisor you will answer incoming telephone and email enquiries and resolve them within an agreed timeframe. This support is focussed on reducing resolution time and improving the quality of the customer’s experience.

In this collaborative role, you will build effective relationships with key teams within the SSC providing f irst line system support for customers using systems within the British Red Cross Society, including Agresso, SAVi and Assyst.

Reporting to the Support Desk Manager you will use your initiative and take ownership of, investigate, problem solve and resolve any enquiries, escalating any issues as required.

This is an exciting and unique opportunity to utilise your blend of customer service and call centre skills to play an important role within our Shared Service Centre Support Desk.

This role might be for you if…

You have great communication, telephony and customer care skills ideally with experience that includes previously having worked within a support desk or call centre environment, however we are also happy to consider applicants with customer facing skills and experience.

You have a working knowledge of standard business processes and how they are applied within a large organisation and you†™re able to learn functions performed within the SSC and dispatch enquiries to the correct team.

You’re dynamic and highly organised, able to prioritise tasks, manage expectations and maintain professionalism whilst working under pressure to agreed deadlines.

You are IT literate and competent in the use of Microsoft Office tools, you will preferably have a good working knowledge of computer-based accounting systems or could grasp new IT technology quickly.

(Please read the full Role Profile/ Job Description for more information about this vacancy including responsibilities and full person specification and refer to the ‘Additional Information’ attached for support completing your application)

Closing date for applications is (23:59), Sunday 4th of September 2022 with interviews anticipated to be held week commencing 12th of September.

We offer a wide range of staff ben efits, including:

• 36 days holiday (inclusive of bank holidays)
• Option to buy an extra 5 days annual leave
• Up to 6% contributory pension
• Flexible working policy
• Genuine investment in your development

A little bit more about us…

The British Red Cross help anyone, anywhere in the UK; get the support they need if crisis strikes. From hiring a wheelchair or dealing with loneliness, to adjusting to life in a new country – we’re there when you need us.

Our organisation was born out of a desire to bring help without discrimination. Impartiality and neutrality have been central values for the Red Cross since we started.

Diversity is something we celebrate and we want you to be able to bring your authentic self to the Red Cross. We want you to feel that you are in an inclusive environment, and a great position to help us spread the power of kindness.

In the British Red Cross we will not tolerate any form of misconduct, including sexual harassment, exploitation and abuse. We have a code of conduct in place and are committed to creating a culture of integrity in the organisation where misconduct is not tolerated, situations of abuse are quickly investigated and perpetrators are dealt with effectively.

If you are appointed to a role within BRC you will be subject to the organisation’s Code of Conduct, a copy of which you can find on our website.

The British Red Cross, incorporated by Royal Charter 1908, is a charity registered in England and Wales (220949) and Scotland (SC037738).

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Connecting human kindness with human crisis