Customer Service Advisor

📍UK Remote | 8am to 6pm and Weekends 8am to 2pm on a rota basis (approx 1 in 6)

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.  

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions.  Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

About the role

You will be responsible for providing customer service excellence by responding to customer queries in a timely manner through multiple communication channels including telephone, live chat and email as well as the administration of customer orders; from being placed on the system, ordered with suppliers and received by customers. Attention to detail is paramount as are exceptional customer service skills.

What You’ll Be Doing

• Answering customer calls, online chats emails in a courteous and timely manner
• Responding politely, quickly and efficiently
• Diffusing customer situations and providing advice and solutions
• Taking ownership for all customer enquiries and providing updates through to resolution
• Managing customer complaints and expectations regarding deliveries and/or faulty items for effective resolution
• Understand the company’s products and services in order to provide accurate information
• Liaising with partners to ensure that customer issues are handled correctly and efficiently.
• Reporting of system and service issues and ensuring that solutions are developed
• Accurately recording customer related tasks and query reasons so data can be analysed.
• Working as part of a team

What We’re Looking For

• Dependable and organised with a high attention to detail.
• Professional and clear communicator with the ability to build strong relationships and instil confidence
• Articulate and tactful on the phone with excellent customer service skills.
• Effective writing skills.
• Self-motivated and ability to prioritise a busy workload in a fast paced
• environment
• Excellent team player with a willingness to collaborate to achieve solutions
• Organisation - Self-motivated and ability to prioritise busy workload in a fast-paced environment.
• Desire to succeed both individually and as a team

The Interview Process

Our interview process usually involves 3 main stages:

• Short call with a member of the TA team
• 30-minute video call with Hiring Manager and one other team member
• Final Interview and task with two members of the team
  
  

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.uk

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!