Customer Service Advisor

  • Location
    Stockton-On-Tees, Durham
  • Salary
    £ 9.23 - £ 9.74 / Hour
  • Category
    Sales & Retail - Customer Service Advisor
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Atos is a global leader in digital services and provides Cloud Computing, Software & Systems Integration, Big Data & Security solutions within multiple sectors. As part of the service offering to their clients, Atos provide world class customer support solutions. We have some exciting customer service opportunities working at Atos. Atos pride themselves on hiring, growing and retaining the very best talent, and we are therefore looking for candidates who want a career rather than a short-term assignment.

The Details
Full time 37.5 hours per week. Shifts will be on a rota basis between the hours of 8am and 8pm Monday to Friday and 9am - 5pm Saturday with a 30-minute lunch
Rate of pay is £9.23p/hr
33 days Annual Leave - after 12-week service
Access to Adecco Lifestyle benefits
Reward and Recognition Programme
Long term (ongoing) contract via Adecco with permanent opportunities
Excellent training and support to develop and progress in the company
Easy online timesheet system with weekly pay
Site located centrally with excellent bus and rail links

We are looking for people who have…
Excellent interpersonal skills.
Ability to develop good relationships with customers and colleagues
Strong analytical skills
Ability to organise and prioritise work in an effective manner
Ability to work under pressure
Self-motivation and the drive for excellence
Excellent team player
Ability to be flexible due to the demanding nature of the role
Understands the internal roles and responsibilities of the wider organisation

The Job- Customer Service Agent
We are looking for candidates to join Atos who are able to demonstrate the drive and determination that will be required to succeed in a challenging role. Responsible for providing support to claimants wanting an update for the Personal Independence Payment (PIP) claim, the Customer Service team are the first line of support available ad are the voice of Atos. No matter where a claimant is within the claim process, if there are any problems or queries, it always comes back to Customer Service which makes it such an essential department in the PIP claim process. As a team, the main aim is to resolve any queries the very first time they are raised.

Your duties will include:
* To answer all incoming calls of claimants and to provide updates on their claim.
* Logging and updating new information.
* Provide assistance in the tracking and co-ordination of risks and issues.
* Appointment re book.
* Dealing with special requests for claimants such as authorising home and taxi requests for claimants to attend consultations at assessment centres.
* Administering general queries - about PIP as a whole and also about individual claims.
* First line complaint
* Liaise with Customer Relations when receiving complex complaint calls.
* Carry out some outbound calls for short notice bookings.
* Processing and logging of claimants expenses.
* Handling return to sender letters and dealing with the daily office post.
* Supporting other departments with calls and administrative tasks as the needs of the business dictate

What we expect from you…
Delivery Focus - Dedicated to delivering excellent customer service, acting in the best interest of claimants at all times, ensuring that set targets and expectations are met to an excellent standard.
Communication - Communicating clearly, concisely, in addition to listening and demonstrating an understanding of others' viewpoints by means of attentiveness, yet sensitivity. Furthermore, displays effective oral and written communication skills in both formal and informal settings.
Essential Skills - Has an organised, disciplined and analytical approach to tasks. Is able to plan and control set work, selecting and utilising effectively appropriate methods, procedures, tools, equipment and standards, to meet all targets set.
Knowledge and scope of expertise - Seeks to improve expertise within Customer Service team discipline overall. Forms a good appreciation of the wider team objectives and understands how own role relates to other roles both within and outside of own area.
Learning and Development - Is able to absorb rapidly and apply effectively, new relevant information as required. Continually reviewing and improving personal skills.
Planning and Organisation - Determining a course of action by breaking it down into smaller steps and by planning each of these, preparing for potential problems.
Integrity - Ensures that confidential information of claimants remains confidential, demonstrating a professionalism in all situations
Personal Development - Checking progress against targets, continually reviewing and improving skills

Security Clearance
All applicants will be required to pass a security check to take up an assignment as Atos. The levels of security clearance vary depending on the client you are supporting, however please advise us if any of the below apply to you:
* You have any unspent convictions on your record (including driving offences)
* You have a spent conviction, a previous caution or other recorded incident with the police
* You have lived outside of the UK within the past 5 years (this is not necessarily a barrier to application but applicants may be required to obtain a 'Certificate of Good Conduct' from the country they were a resident of, at their own expense)
* You have had any CCJs or Bankruptcy agreements ordered against you

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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Please apply with your CV to: Natalie Bell