Business Support Advisor

We're searching for a business support advisor in Seaham The role responsibilities: Underpinning all of the responsibilities is the role of providing general business advice and assistance with an expectation of flexibility in undertaking responsibilities in keeping with the needs of the service. Provide general business advice and effective diagnostic for all enquiries via telephone, web, web-chat and email taking ownership to ensure resolution, referral or a further appointment when required. To follow call handling guidelines to ensure the highest level of service is given
• Achieve and maintain quality standards associated through the various stages of the customer journey and the role, in line with contract requirements and set KPI's Work flexibly to deliver the service via multiple channels, providing a tailored, friendly, helpful service Use appropriate questioning styles to help understand and quickly asses the needs of the customer and business Have an excellent understanding of current Government support, regional and local support and all relevant referral partners such as Growth Hubs, LEPs etc Articulate services and assess customer requirements, sourcing appropriate services and information to match their needs 2 Be able to manage multiple web-chat conversations simultaneously in a professional way Provide information in line with customer requirements. Every effort should be made to ensure the intervention leads to a positive tangible impact on their business or business idea Utilisation of authorised resources including the Website and any other current Government supported sites or tools and the Knowledge Bank to ensure customers are provided with accurate and consistent information Effective diary management and booking of appointments, making appropriate arrangements and preparations, including accurate handover notes, to enhance the customer experience Assess customer's eligibility across a range of services or investment funds, making effective decisions on the services they receive and ensuring referrals are made only to relevant, qualifying organisations Effectively collect customer data in line with the contract standards to ensure accurate, timely and relevant information is gathered The person we're looking for: Basic educational standard (GCSE) to high standard including Maths and English Demonstrable track record of delivering excellent customer service in a business to business environment SFEDI qualification or working towards new Level 5 SFEDI qualification (to be achieved within 6 months of employment in role) Exceptional communication skills (written and verbal), including ability to effectively listen to interpret customer requirements 4 Excellent ICT literacy including Microsoft Office packages and digital media channels such as web chat, email, Twitter, Facebook etc. Demonstrable understanding of business processes and business acumen High level of analytical ability to assess customer needs, information and documentation Demonstration of sales techniques to reach decision makers and gain commitment Ability to organise own workload and self-motivate to achieve targets

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