Customer Service Advisor

Originally founded in 1962, Worcester became part of the Worldwide Bosch Group in 1996 and we are the UK market leader in domestic boilers.

Our current product range includes gas and oil boilers, hot water cylinders, renewable technologies such as heat pumps and solar water heating systems, as well as controls and accessories.

Worcester is also home to our Commercial & Industrial Division. Bosch C&I is one of the leading suppliers of heating and hot water products in the UK. We specialise in the manufacture of Industrial Boilers, Commercial Boilers and Heat Interface Units – which are also manufactured in Worcester.

Our commitment to the highest standards of manufacturing over the last 50 years, has led our boilers to receive coveted Which? Best Buy awards for ten years running, and for Worcester to receive a Royal Warrant for supplying our boilers to Her Majesty The Queen’s Sandringham Estate.

Our UK headquarters is based in Worcester where all the main functions of the business are located including the manufacturing of gas boilers. We have a further site in Clay Cross Derbyshire where our oil boilers are manufactured. 

OVERALL PURPOSE:

To effectively achieve the following core responsibilities of the Contact Centre:

• To provide ‘World Class’ Customer Service
• To aid accessibility allowing us to answer all customer interactions presented to us
• To work in-line with our company ethos “Warming lives, protecting our future”

KEY DELIVERABLES:

• Capturing, maintaining and ensuring the quality of customer data is met adhering to GDPR
• Handling all relevant customer interactions
• Advising customers on the best services available
• Booking appointments for maintenance and repairs
• Remote Troubleshooting utilizing problem solving skills and persuasive communication
• Resolving customer queries and complaints

ADDITIONAL TASKS / RESPONSIBILITIES:

• Providing technical advice
• Ordering literature
• Opportunities to develop further skills e.g Live Chat/email
• Contributing to the overall performance of the team
• Achieving and maintaining both individual and departmental targets

Skills:

• The candidate must be IT literate, with good numeric and written skills.
• They must be personable to allow them to communicate with people of all levels and quick thinking within a pressurized environment
• Quick thinking and able to problem solve/use own initiative
• Flexible with excellent attendance and punctuality

Attributes:

• The candidate will be customer orientated, reliable, and dedicated and self-motivated with the ability to cope under high-pressured conditions in order to achieve collective team and individual targets.

Qualifications:

• GCSE (or equivalent) Maths and English grade C and above are desirable
• Previous experience in a Customer Service role/environment would be advantageous

SPECIAL CIRCUMSTANCES: please note:

• This position includes an alternating shift pattern and weekends on a 5 week rotational basis
• Homeworking opportunities available
• Working in partnership with our recruitment agencies Randstad and Brookstreet; temp to perm opportunity

Deadline for Applications: Wednesday 15.10. 2021

See what benefits we offer:
https://c.smartrecruiters.com/sr-company-attachments-prod-dc5/58652035e4b04016904de9fe/71967105-0c0f-4c2a-b7c8-7482f165fee7?r=s3-eu-central-