Customer Service Advisor

Freedom Tech is a subsidiary of CSI leasing Europe. We are primarily an Asset Finance company and offer innovative financing solutions for all technology purchases to schools and businesses.

We are currently looking for someone to join our Tech 4 Learners team in Windsor as a ‘T4L Parent Support – Customer service advisor’, primarily working with schools and parents who take part in our student 1:1 device programme.

As well as supporting the schools and parents, who are the heart of this programme, you will also be working closely with our partnered repair centre and with several internal departments.

The Tech 4 Learners department is a fast growing and essential part of Freedom Tech Ltd, our aim is to deliver the highest quality of service possible, and to ensure that all team members feel inspired by the work that we do and are encouraged to grow and develop within the team and business.

Main Duties

1. Managing parent payment records including:

• Bank statement reconciliation.
• Calculating and communicating outstanding balances.
• Taking payments over the phone.
• Creating arrears reports and using the parent communication software to perform arrears chase and collection duties.

2. Supporting parents in relation to their school’s device programme with thorough understanding of the Tech 4 Learners programme as a whole and the parent ordering portal.

3. Assisting with order cancellations, device returns and reallocations.

4. Ensuring all system notes are always up to date and 100% accurate for any action taken.

5. Managing the parent support phone line, ticket system and inbox daily.

6. To work with and maintain good relationships with key stakeholders to ensure all information is correct and shared with the relevant parties.

7. Provide support and assistance within the team as and when required to cover peak periods, holidays, and sickness.

8. To participate in daily meetings to promote successful communication and to stay up to date with team activity.

9. Working towards agreed targets and KPI’s set by line manager.

10. Maintaining the role guide to ensure any process updates are recorded.

Relationships with Managers, Strategic Partners and External Agencies:

1. To communicate effectively with both internal teams and external partners/customers.

2. Train with and support other team members and understand their processes to improve your own understanding of the programme.

3. To compile and generate reports based on your responsibilities as and when required

Key Skills

• Excellent attention to detail and administration skills.
• Very Strong Microsoft Excel skills.
• Ability to receive and act upon constructive feedback in a positive manner.
• Adaptive approach when contacting internal and external parties.
• Reporting of activities in an accurate, timely, consistent, and effective manner appropriate to the intended audience.
• Proactive in approach and open communication skills.
• Calm demeanour with good ability to problem solve.
• Excellent phone manner.
• Excellent time management skills
• Ability to problem solve
• Outstanding customer service skills
• Previous experience in a customer service facing administrative role desirable but not essential

Conditions:

• Salary: We offer a competitive salary + commission.
• Holiday Allowance: 25 days (increasing to 30 based on length of service) plus bank holidays and your birthday off.
• Benefits: We offer many other benefits including Private Medical Insurance
• Working Hours: Monday to Friday 37.5hrs
• Location: Windsor – office based