Customer Service Advisor - Toni Ann

How long have you been a Customer Service advisor?

Almost four years now

What did you do before you became a Customer Service advisor?

I worked for O2 in Leeds as a Customer Service Advisor for about 6 years, so I have a fair amount of experience in Customer Service.

What attracted you to join the company?

I'd worked in Customer Service before and had enjoyed it so was drawn to the role.

What does an 'average day' look like for you?

An average day involves taking all the necessary customer calls, but also helping out on other admin within the department to make sure everything gets done. For example I also help out with returning post and training new starters, so even when the phones are quiet there are things to do. Mondays, Thursdays and Fridays tend to be the busiest days on the phones, and Tuesdays and Wednesdays are a little quieter, but obviously time of year has a huge impact on the number of calls we get. On average, you might do 50-60 calls in a day and most of the queries will be different.

What's the best thing about being a Customer Service Advisor?

I really like the team I work in, it's a great team to be part of. Our Team Leader is brilliant and everyone gets on with their jobs and works together and works hard and it's a nice environment to work in.

What are the biggest challenges you face in this role?

You'll get the odd difficult call sometimes if a customer is angry or upset - which obviously can be challenging - but that's just part of Customer Service. I think when you're new to Customer Service it can be a struggle to take everything in at once and learn how to get information across correctly to customers; I train a lot of new starters and have noticed that this can be a challenge. If you've just started a job you won't be expected to know everything straight away so you just need to keep going until you know what you're doing. I get new starters to listen into calls for a morning before they go onto the phones so they know what types of calls to expect and we talk through each call afterwards. I then sit with them for 1 - 2 days or until they feel comfortable taking calls.

Can you list three qualities that you think are important to succeed as a Customer Service advisor?

  • Thick skinned - there aren't many bad calls but you will get the odd one so try not to take it personally.
  • You definitely need to be a good listener.
  • You need to have patience.