First Line Support

  • Location
    Wolverhampton, West Midlands
  • Salary
  • Category
    Office and Secretarial - Administrator
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Excellent Role Available

Customer Service Advisors Wanted

Based in Wolverhampton - flexible working arrangements

Long term contracts


Full & Part Time roles available

My client is a thriving global, company based in Wolverhampton. They are currently recruiting for a proactive and friendly 'Customer Service Advisor' to join their busy operation.

Role Summary:

  • Acting as the first point of contact to both internal and external customers

  • Managing incoming telephone calls/queries to client SLA standards

  • Managing outgoing telephone calls/queries where necessary

  • Managing customer e-mails to both SLA and Quality standards.

  • Logging incoming calls and emails into incident ticketing tool

  • Provide initial assessment of all incidents/requests, attempt to resolve or refer to other support areas.

  • Maintain high level of first time fix rate to achieve Service Desk Key Performance Indicators

  • Maintain detailed and accurate records of actions taken to support the incidents resolution

  • Maintain clear communication lines in line with company guidelines

  • Identify major incidents and escalate where required

  • Monitor all outstanding tickets

Essential / Minimum Criteria:

  • Solid and clear experience in providing 1st Line Support, ideally with a minimum of 1 year experience.

  • Basic PC/literacy skills - confident use of MS Word, Excel and Outlook to a basic standard. Ability to create new letters, use spread sheets to capture and store data in a clear and logical manner.

  • Ability to communicate with people at all levels (from end user to client).

  • Ability to take ownership of incidents

  • Willingness to provide flexibility with shift rota patterns, as required by the business

Working arrangements:

  • This is a temporary role that supports Internal and external Service Desks.

  • The service desk is currently covered 06:00 to 23:00 X7 days a week (closed on Christmas Day). With a potential view of moving to 24X7 in H2 2021

  • You will be provided with a rota in advance of your shift, which will be of a varying hours and pattern. Shifts will have two off shift days in the week - which may not be consecutive.

  • Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly.

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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To speak to a recruitment expert please contact Yasmine Davis