Customer Service Advisor - 6M FTC

Customer Service Advisor 6M FTC

£30,000 per annum

Denton

37.5 hours per week

6 Month Fixed Term Contract - Hybrid

A bit about Us

Partou UK is one of the UK's largest and fastest-growing childcare providers, formed through the acquisition of Just Childcare in June 2021 and All About Children in September 2022. Since then, the organisation has continued to grow with clear intent - balancing expansion with a deep commitment to the wellbeing, development and experience of children, families and teams. Our approach to growth is thoughtful and people centred. We recognise that behind every nursery are dedicated teams, trusted relationships with families and unique local communities. As we expand, we invest significantly in high-quality early years practice, professional development and reflective ways of working that support continuous improvement and shared learning across the organisation.

What you’ll be doing

As a Customer Service Advisor, you are responsible for providing exceptional customer service to our families, while ensuring their needs are handled in a timely and professional manner. You will play a pivotal role as the front-line representative of the company when a customer has a query or complaint. Our families are the heart of our business, and we need a dedicated and personable advisor to support our families when they need it the most. Customer care and customer retention is a fundamental part of the business.

The Customer Service Advisor role requires you to effectively listen to customer concerns and provide accurate information to resolve their issues. You must be able to think on your feet and have a high degree of empathy as you may be faced with handling difficult situations and complex circumstances

Key Responsibilities

Accountabilities

• Responding to customer queries and complaints with empathy and understanding, via various platforms.
• Escalating complaints through the escalation pathway and the Customer Service Manager.
• Tracking customer queries and complaints through the company process.
• Responsible for responding to all nursery reviews through our review platform.
• Contribute to the company NPS, customer satisfaction score and retention results.
• Using all relevant data and Insights, monitor and evaluate customer feedback and satisfaction levels to identify areas for improvement in nursery services and facilities.
• Work closely with the Family Care Team and the Nursery Managers to resolve customer complaints (at first point of contact).
• Contribute to process and system improvements to further enhance the customer experience.

What does success look like?

• Providing high quality customer service to all families you interact with effectively handle all customer enquiries and complaints resulting in a positive outcome.
• High overall NPS and satisfaction ratings from families.
• Achieving all contact centre metrics: number of enquiries handled, Response rates, AHT (average handle time), conversion rates of resolved complaints.
• High overall review rating across all nurseries and a reduction in low ratings.
• Effectively contributing suggestions for improvement to the customer experience at all stages of their journey
• Successful partnering and cross functional collaboration with all teams to resolve customer complaints

Person Specification / Skills & Experience

Essential

• Experience in customer care/customer-facing roles.
• Basic computer literacy, including Microsoft Office, Excel and Outlook.
• Strong telephone, verbal communication, active listening and influencing skills.
• Ability to communicate effectively with internal and external contacts at all levels.
• A customer-focused attitude with excellent communication skills, able to deal with queries and complaints in a proactive and efficient manner while remaining calm under pressure.
• Exceptional organisational skills.
• Ability to multitask, prioritise workload and manage time effectively.
• Personal resilience to manage competing priorities, meet deadlines and work within defined standards.
• Team-oriented approach and ability to work collaboratively.
• Ability to travel to NSC on a frequent basis.

Desirable

• Working knowledge of nursery life.
• Previous experience using CRM or service ticket systems such as HubSpot.

Safer Recruitment: All applicants will undergo EnhancedDBS checks and thorough vetting. This role is exempt from the Rehabilitation of Offenders Act 1975.

Partou is proud be a part of the National Partnership in Early Learning and Childcare (NPELC) - a group of 10 of the largest childcare providers across England. Together, we operate over 1,300 childcare settings, employ more than 38,000 people, and take care of over 160,000 children.