Primary Role
You will be the first point of contact for our customers and to direct phone and email enquires to the correct department - this will require a good understanding of the business and the needs of the client. Some of the calls are simple “How do I use the CMS to…” or “How do I find this information in Google Analytics” questions which you will deal with directly.
Reporting to the Client Services Manager your role will also involve work with our Content Management System to action editing-requests received from existing customers as well as to load content on to new websites. Support requests arrive via email into an automated case-tracking system which you will be monitoring.
About You
The right candidate for this role will be customer-focused team player that can think on your feet. You will be passionate about helping clients and supporting the internal team to deliver the best service to those clients. You should be able to demonstrate: -
- A positive and logical approach to all tasks as well as a proven attention to detail in a fast paced environment.
- Clear communication skills with experience of working with clients over the telephone
- Great attention to detail and is a finisher, who always sees the job through to the end
- Ability to multi-task and take ownership of your client’s cases, projects and requests
- The ability to work alone and as part of a team when required
As a business we do not micromanage and we expect all our staff members to be able to prioritise, fulfil their responsibilities and engage with the business on an independent level.
Main Responsibilities
- Answering the phone and directing the call accordingly.
- Frequent phone and email communication with clients to confirm or clarify requirements for changes to their website.
- Working with our Content Management System to modify websites as requested by the client
- Escalating requests from clients to other teams within the business, making the client aware of who is dealing with the request and ensuring it gets completed
- Working with our Production Team to load content and photos onto new websites as part of the “new-build” process on an adhoc basis
- Phone based training to help clients make minor edits to their site using our Content Management System
Required Skills
Applicants must have the following experience:
- Previous telephone based work experience
- Previous customer service experience
- Good communication skills (both oral and written)
- Good overall PC skills and MS Office
- Meticulous attention to detail
- Basic SEO understanding & skills
- Accurate spelling
- Good common sense, with a GSOH, be able to operate as part of a tight-knit team in a pressured environment working to tight deadlines.
Desirable Skills
If you have any of these skills we consider it a bonus, if not, no problem:
- Google Analytics and Tag Manager administration
- Any knowledge of HTML
- Experience of image manipulation (cropping, resizing etc.)
Salary & Benefits
- £16,000 - £20,000 depending on experience
- 25 days holiday + 8 bank holidays
- Contributory Pension (3% from Conscious, 5% from you)
- Cycle to Work scheme
- 2 paid days charity work allowance per year
Location
Royal London Buildings, 42-46 Baldwin Street, Bristol, BS1 1PN or another office in central Bristol should we ever move.
Hours of Work
- Monday to Friday
- 37.5 hours per week
- 9.00am to 5.30pm (unless otherwise agreed)
Reports To
Bryony Cole - Client Services Manager
Hiring Process
- Submit your CV with a cover letter to iwanttowork@conscious.co.uk with "Customer Services Executive application...please hire me Bryony" in the subject line
- Telephone interview
- 1st in-person interview including a skills assessment
- 2nd in-person interview