Customer Services Advisor Jobs In Portsmouth

  • Permanent
  • Portsmouth
  • Salary: £0.00

Customer Services Advisor Jobs In Portsmouth
Job Title Customer Services Advisor : Cycle To Work
Location Portsmouth
Hours / Basis 20 hours pw prorated / Permanent

The aim and purpose of the Role:
This is a new role and its prime objective is to provide a point of focus for Cycle to Work in customer services. The available time will be split. Some (40%) will be allocated across the Customer services teams to answer ad hoc questions from customers specifically about Cycle to Work. The balance (probably 60%) will be allocated to a point person to undertake the associated administrative tasks with cycle to work and as the role embeds, other B To B projects. The role reports to one of the Customer Service Team Leaders. You will work as part of our customer services team helping, assisting and advising customers via Live Chat and email with the highest degree of courtesy and professionalism to resolve issues. You will also work very closely with the business leader for Cycle to Work.

Roles and Responsibilities:

Part 1: ad hoc CTW

• Ensure CTW customer queries are answered promptly and completely via both Chat and Email
• Ensure that all CTW communications with customers are conducted in a professional and courteous manner.
• Offer alternative solutions where appropriate with the objective of ensuring customer satisfaction and purchase on the CTW scheme.
• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the company and the overall business objectives of the company.


1) Creating Manual Orders

• Create orders for customers spending over £1,000
• Adding OnYourBike orders to their system
• Checking order status
• Create quotations and invoices as appropriate
• Email customer with quotation/invoice and give guidance on next steps

2) Sales Help Desk
• In charge of C2W quote box in the SHD
• Answering customer queries
• Giving guidance to customers

3) C2W Inbox
• Maintaining the C2W inbox
• Answering any emails
• Putting emails into correct sub-folders

Part 2: Admin of the CTW scheme and its partners

1) Sales Day Book
• Adding new order information
• Emailing any old orders over 45 days to see if still required
• Adding payment information
• Marking orders when despatched
• Reporting week to the CTW business leader on manual sales.
• Working with finance team on cash reconciliation – see notes at end of this document

2) Redeeming Certificates
• Redeeming customer certificates for various scheme providers

3) System Issues
• Dealing with system issues. Liaising with the CTW business leader and ensuring systems issues are identified, elevated and resolved

4) Releasing orders
• Checking payment against order
• Releasing order
• Checking order status
• Emailing customer to confirm payment has been received.

5) Point of contact for the scheme providers and internal teams in Workshop / Returns / B&M & Finance
• Communicating with different departments/scheme providers as needed.

6) C2W Returns/Refunds
• Correspond with the returns department to resolve any C2W returns
• Deal with any C2W refunds needed

7) Wider B To B Tasks

As the role embeds in CTW there are a variety of additional areas the person can be helpful in unlocking

• Order and invoicing of parts to B to B partners e.g. havebike and local police authorities.
• Bike replacement project

Personal Specification:

- Strong communication skills both written and verbal
- Strong attention to detail and aiming for excellence in delivery.
- Demonstrate experience of working in a fast paced office environment as part of a professional team.
- Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking.
- Self-motivated and confident decision maker with the ability to nail actions and a positive “can do” attitude.
- Ability to demonstrate strong communication skills and liaise with all members of the business including Senior Managers and Directors.
- Ability to be flexible with work duties and hours as required by the team and business.
- Ability to attend other sites for which travel may be required.
Job Reference: J2654