Customer Service Advisor
Warrington (WA4 4QT)
Competitive salary + 25 days holiday + life assurance + health insurance

Are you someone who gets a kick out of providing brilliant customer service? Do you have knack for solving problems and going above and beyond to help customers? If you have experience in a busy customer service environment, then this could be the role for you.

You’ll be someone who has proven experience in phone based customer service and enjoys working towards targets, coupled with a great telephone manner and a positive attitude. 

You'll be responsible for interacting with customers on any aspect of an open order / hire contract. This interaction is both dealing with inbound calls and emails, and proactively contacting customers to inform them of changes and charges.

You will provide advice and assistance to customers whilst ensuring and maintaining an excellent customer service experience.  
Please note the working hours are 08.00 - 17.30 Monday to Friday.

Responsibilities include: -

• Be main point of customer contact for most things except sales and breakdowns.
• Maintain close coordination across sales and fulfilment functions, spotting potential issues before they become problems.
• Receive and process customer queries via telephone and emails efficiently, prioritising urgent and/or time sensitive queries.
• Troubleshoot customer disputes, queries, complaints and NPS Detractors. Provide appropriate solutions / alternatives in a timely manner; follow up to ensure customer is satisfied with our response.
• Record any customer interactions, details of enquiries, complaints, or comments, as well as actions taken in our main systems, LVis and SalesForce

About you: -

• A proven track record in a phone based customer service  role working with B2B customers.
• Hire/rental experience is preferred, but not essential.
• Ensure a positive and polite customer experience, recognising our commitment to putting Customers first.
• Demonstrate effective communication skills, understanding the customer requirement and identifying solutions.
• Maintain in-depth product knowledge in order to supply customers with the best, most accurate information possible.
• Maintain strong, open relationships with other departments, liaise with stakeholders, customers internal and external – own the conclusion.
• Meet or exceed personal/customer support team key performance metrics/ targets.
• Maintain internal health, safety, and corporate governance standards in accordance with Nationwide Platforms policy.

Nationwide Platforms is the market-leading powered access rental company in the UK providing a fleet of more than 13,500 machines with working heights from 3m to 90m.

With a depot network spanning 32 depots, Nationwide Platforms provide its customers with leading safe access solutions for working at height. It also has the largest powered access training department in Europe, delivering a comprehensive range of working at height training courses to powered access operators and the wider access industry.

Nationwide Platforms is part of Loxam, Europe's largest equipment rental company operating in 30 countries.