Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Leicester


**Customer Service Adviser - Pay £18,000 per annum-Leicester City Centre - Day shift - Fixed term contract **

Pay: £18,000 per annum
Hours: 37.5 hour week - Working hours will be on a rota basis between 8am and 6pm.

Location: Leicester City Centre

- A yearlong fixed term contract
- Salary will be £18,000 per annum
- Onsite parking
- Pension scheme
- Full system training provided
- Business event activities
- Money off vouchers and travel schemes

The Role:

As a Customer Service Adviser you will be:

- Managing customer contact through a variety of channels (telephone, email, live chat and whitemail) and respond to queries and complaints within agreed SLAs. This will include:
- Reviewing and categorising queries and complaints
- Verifying and gathering additional customer information
- Providing resolution at the first point of contact (call, live chat etc.), where possible
- Escalating queries and complaints, agreeing methods of contact and providing timescales of resolution, where immediate resolution is not possible
- Carrying out appropriate tasks and maintain comprehensive notes relating to customer accounts
- Showcasing objection handling techniques to proactively resolve any customer queries or objections.
- Delivering positive customer experience and proactively contribute to the department's service standards and customer satisfaction.
- Educating and advising customers, positively reinforcing benefits of music to their business.
- Working cooperatively and supportively with other teams in order to ensure the customer experience is positive
- Raising invoices, credit notes and refunds as required ensuring accurate tariff information is applied to all customer accounts
- Developing and maintaining knowledge of sectors, in order to meet revenue targets
- Developing and maintaining knowledge of core licensing processes and procedures including tariffs and Copyright Law

The Person:

A successful Customer Service Adviser will have the following knowledge and experience:

- Competent using Microsoft Office - Word, Excel, PowerPoint and Outlook
- Worked within a call centre or highly audited/monitored environment
- Educated to at least A Level standard
- Minimum of 6 months to 1 year's experience in a similar call handling role
- Good verbal communication including a good telephone manner
- Experience of copyright or licensing in a structured environment desirable
- Experience of invoicing and date sensitive account management
- Experience dealing with first line complaints

How to Apply

To be considered for this role please apply or contact Krissy on or


Encore Personnel has launched refer a friend scheme. Earn up to £125 per person you refer to us.
Interested? Refer your friends/family on: https://refer-a-friend-to-encore/ T&C apply.

Encore Personnel is acting as an Employment Business in relation to this vacancy.

  • customer service
  • excel
  • powerpoint
  • word