Customer Service Advisor - Manchester, Greater Manchester

Customer Service Advisor - Manchester, Greater Manchester

Shifts - Shift work including: Evenings and weekends / Full time

Reporting to - Customer Service Team Leader

Department - Customer Service Centre

Salary - Experienced dependent - pro rata to suit agreed contract hours

About Vivify

Vivify is a tech scale-up and partners with schools across the country to hire out their under-utilised facilities outside of school hours to enable them to generate much needed revenue that can be invested back into their facilities, teachers, and student experience.

Our social purpose remains at the heart of everything that we do. Our school partners are part of a movement to improve community wellbeing. Opening up school facilities for communities to get together can improve mental and physical wellbeing, boost confidence, tackle loneliness and helps people feel more positive about life. Other benefits include providing a range of activities for people of all ages to get involved with to improve their skillset and discover new passions. These activities will also help improve inclusivity in communities by bringing people from different backgrounds together.

The role

As Customer Service Advisor, you will be responsible for providing support to our hirers, schools and teams from 9am-7pm weekdays and 8am-4pm weekends. Therefore, this role will require flexibility to work some evenings and weekends. The role will be based in Manchester the majority of the working week, with the flexibility to work remotely on occasion.

What you'll be doing

• Manage incoming emails, phone calls and live chats via our CRM, Hubspot, in a prompt and accurate manner.
• To be the helpful expert at the end of the line, helping our customers with booking enquiries, amends, cancellations and payment queries - aiming for smiles all round!
• Manage the cancellation process within the hirers booking and to positively influence retention levels by proactively engaging with hirers about their usage levels.
• Liaise with other departments, such as operations to resolve any issues raised from customers.
• Take ownership for hirer questions/concerns and ensure you follow up with hirers, once answers are obtained from a school or operations.
• Maintain accurate and secure records of hirers' details on the booking system to ensure the timely and accurate collection of their payments.
• Collection of non-payments for bookings prior to booking going ahead. Enforcing a 'No pay No play' policy.
• Add new school and facility information to our booking platform.

About you

• Experience in delivering exceptional customer service.
• Proven experience in the leisure industry.
• Experience in sales and upselling ability.
• Experience in using a CRM, such as Hubspot and a telephony system such as Aircall, or good computer literacy.
• Excellent verbal and written communication skills.
• Extremely strong interpersonal abilities, with a genuine desire to help others.
• Great time management skills with self-starter attitude.
• Flexible & adaptable on business requirements and happy to work shifts, including evening, weekends and public holidays, when required.
• Understand and practice company values.