Business Contact Advisor – Edinburgh

Job Detail
Job Description

Function: Customer Services

Department: Customer Service Delivery

Band: Band E

Purpose of the role:

Be the first point of contact for Business Stream’s customers, through all channels of communication (telephone, e-mail, written and digital). The role holder will focus on resolving customer queries, issues and problems at the first point of contact to ensure business Key Performance Indicators (KPIs), data protection checks and specified quality levels are achieved. Ensuring our customers are provided with the highest standard of customer service.

Key accountabilities/tasks:

  • Handling customer contact using all forms of communication at the first point of contact, focusing on resolution, completion and enhancing the customer experience.
  • Ensure own performance meets KPIs and targets for the team (e.g. increasing customer satisfaction, reducing unwanted demand and increasing first contact resolution).
  • Focus on quality of conversation, correspondence and input / changes to Business Stream systems in line with Standard Operating Procedures, Data Protection and Quality Assessment standards.
  • Liaise with other departments to obtain information and provide customer information as requested.
  • Ensure resolution of customer issues by taking ownership of unresolved queries to completion where possible within the set customer promise and our Guaranteed Service Standards.
  • Communicate with Business Streams customers effectively by any of the following means:

o In / out bound telephone call

o Written correspondence

o Email

  • Provide customers with an excellent customer service by giving the customer accurate and consistent information, and where possible resolving their query at first of point of contact as per the appropriate Standard Operating Procedures.
  • Where applicable identify where the customer requires additional information / service from another department of the business.
  • Set the customers expectation and log the customer’s enquiry accurately to ensure the correct next steps are taken for the customer.
  • To be an ambassador of Business Streams Making a Positive Difference vision, values & behaviours at all times;
  • Be responsible for ensuring that the information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with ALL applicable legislation, codes and policies e.g. GDPR Data Protection, Information Security and Records Management;
  • To undertake any other duties as may reasonably be required.
  • Positively demonstrate a full understanding of Business Stream’s Health and Safety obligations and effectively manage the team ensuring all employees comply with all relevant policies and legislation


Person Specification:


  • Qualifications: –

o Qualified to Standard Grade / GCSE or equivalent level

  • Knowledge and experience: –

o Experience of working closely with customers and delivering excellent customer service

o Working within a team

o An understanding of how to enhance and manage a customer’s experience

o Proven record of effectively prioritising and organising own workload to deliver against appropriate deadlines and/or KPIs

o Proven ability to build positive and productive relationships with customers, colleagues and other stakeholders.

o Ability to use own initiative and think beyond the obvious approach when required to drive queries through to resolution.

  • Skills and abilities: –

o General conversational ability and call control

o Ability to communicate clearly and confidently

o Ability to follow an enquiry through from the initial call to any follow-up correspondence o Good analytical, problem solving skills with attention to detail

o Works with a high degree of accuracy and strong attention to detail

o Strong written and verbal skills

o Ability to remain calm under pressure

For full job description and how to apply, please click on the link below:

Customer Service Adviser Role Profile