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Location: Cambridge Hours: 40 hours per week, Monday to Friday - 8:30am to 5:30pm (occasional work out of normal business hours) Reporting to: General Manager Who are we? NewFlex operates a rapidly expanding and diverse nationwide network of business centres offering flexible workspaces to entrepreneurs and businesses. We give our Customers the flexibility, independence, Freedom at Work', and support to create, grow and enjoy running their businesses in our centres. We've been going from strength to strength for 25 years to cement our position as The Property Manager for the New Economy'. We're currently experiencing a sensational period of growth as the flexible officing revolution continues to disrupt the traditional office market. Our unique Client management model connects building owners (Clients) with occupiers (Customers) to generate cash from underutilised office space in all types of buildings from Aberdeen to Brighton. NewFlex is creating a positive alternative in the business centre market. What are our values? Our values shape our culture and guide us how we go about our daily business to support our purpose and ambition. Our values are Smart, Supportive, Prudent, Straightforward and Responsible. We expect all our employees to live our values in everything they do at work. Our values make us who we are. What will you do? The Centre Operations Assistant primary responsibility is to deliver world class customer experience and support the General Manager to deliver operational excellence keeping the centre safe and compliant in line with our policies and processes. We want someone exceptional who can focus on: Customer Service Deliver outstanding service experience to all stakeholders Deliver professional and friendly viewings extracting relevant information by appropriate questioning to enable the sales team to close the deal Proactively seek feedback and resolve customers queries at first touch Build relationships with customers through regular communication to ensure capture of any upselling opportunities Manage centre standards to the highest level Conduct pre-event inspections of all meeting rooms and show offices prior to a customer viewing or meeting room booking Oversee customer move ins smoothly and in line with customer requirements Ad hoc duties as and when required by the General Manager Commercial Ensure the capture of billing for all revenue Identify and upselling all NewFlex services Health & Safety To have a comprehensive understanding and ensure compliance with the NewFlex health and safety policy and processes Complete all iAuditor checks and resolve any issues within acceptable timeframes Management of the accident book and the reporting of all incidents, accidents and near misses. Compliance with RIDDOR Review and update as necessary the emergency evacuation procedures Ensure appropriate health and safety arrangements are in place to minimise risks and provide for safe working conditions for all building users Ensure all building related issues are reported via the property portal and oversee remedial actions, as required, are completed in a timely manner Arranging all annual mandatory H&S requirements for the centre and ensure certification is uploaded to the property portal in a timely manner Strict monitoring of contractors to ensure their working practices are in line with our policies and processes General administration and coordinating of contractors for planned works Compliance Ensure the centre operates in line with company policies, procedures and processes Maintain up to date knowledge of GDPR and AML legislation and ensure the business follows mandatory requirements Escalate identified issues and risks to the General Manager Working with Centre Operations Manager and Compliance Manager to ensure that all customer agreements are current, correct and accompanied by the correct supporting documentation. Validating customer identification to ensure adherence to AMLR policy Work with the Compliance Manager to ensure our virtual customers are managed and operate in line with our virtual policy Training - Complete all mandatory training modules annually: - Data Protection Awareness Healthy Working Fire Safety Plus Health & Safety Induction Whistleblowing Cyber Security Fraud Prevention Anti-Money Laundering Anti-Bribery Code of Conduct Unconscious Bias Knowledge/Experience Previous customer service experience is essential Minimum Grade C in English and Maths (or equivalent) Confident user of Microsoft office 365 (Word, Excel and Outlook) Fire Marshal (Training provided) First Aid at Work Certificate (Training Provided) Key skills/behaviours required for this role: Planning and organising Building relationships Excellent communicator Resilient and embraces change Team player What will we offer you? £23,796 per annum 33 days Annual Leave (including Bank Holidays) Birthday Off Volunteering Days Discounted Private Medical Insurance Cover Life Assurance Income Protection Insurance Payroll Giving Cycle Scheme NEST Pension Scheme Employee Assistance Programme Annual Flu Jabs Eye Tests Training Support Package Enhanced Maternity, Adoption, Shared Parental and Paternity Pay Annual Professional Membership Subscription NewFlex is an equal opportunities employer This vacancy will close once we have filled all available interview slots. We therefore highly recommend early applications REF-214 101
Outbound Call Centre Advisor Job Type Full Time, Fixed Term Contract Location: Grimsby, DN31 2LJ Salary: £22,010.00 - £23,429.00 per annum Do you enjoy a challenge whilst having the resilience to gather important data via various multiple channels? If the answer is yes, then they would love to meet you. The company are looking for several Outbound Call Centre Advisors on a 4-month temporary fixed term contract for their Grimsby office. The Role As an Outbound Call Centre Advisor, you will collect Equality, Diversity and Inclusion (EDI) customer data, via multiple contact channels, allowing them to shape its services to reflect their individual requirements. You will need to provide excellent customer service to all of their customers through their "Customer First Value". You will predominantly be making outbound telephone calls to their customers, to gather household EDI data, so a confident telephone manner and resilience are essential for this role! What is the company like to work for? They're a local housing association with their roots firmly fixed in their Grimsby and Boston communities, emphasised by the presence of their vans and that many of their colleagues were born in the same areas that they serve. This gives their teams an additional sense of purpose to improve the lives of their customers. There is a strong sense of togetherness across the organisation, their culture encourages accountability, cross-departmental collaboration and they welcome the opportunity to improve through feedback. They're committed to creating great homes and strong communities. Their vision for Equality, Diversity and Inclusion is to be an open, inclusive organisation that recognises and respects all their communities and supports everyone to thrive. What additional benefits will I get from working for the company? An employee wellbeing package worth up to £1200 annually through their benefits partner Westfield Health Discounted Shopping Vouchers through Westfield Health Opportunities to learn new skills and knowledge through their fantastic corporate training programme A superb employer salary sacrifice pension scheme with up to 12% paid by the company 24 holiday days a year pro rata (plus bank holidays) which will increase by 1 day per year for the first five years of service The ability to earn additional holiday days through full attendance Mental Health First Aiders across the business, let's be there for each other! Career Development & Encouragement What will I be asked to do as an Outbound Call Centre Advisor? Contact customers via multiple channels Including: phone, email, social media, SMS, and web chats, but predominantly outbound telephone calls to gather household EDI data. Entering data into the Customer management system ensuring that your data collection sources are accurate. Have an understanding of General Data Protection Regulations Supporting key business administrative tasks. Creating and updating customer records using the relevant system Effectively signposting customers to the relevant internal departments Meeting agreed targets and helping to support the delivery of their objectives. Learning to work effectively as part of a team as well as on own initiative, developing excellent communication skills. Gaining a good understanding of the culture, values, vision, procedures, and policies of the company What skills, attributes and experience will I need as an Outbound Call Centre Advisor? Minimum Excellent attention to detail and accuracy for inputting data records. Ability to communicate effectively with customers via telephone. Proficient in the use of ICT systems especially Microsoft packages Passion to work in a fast-paced multi-channel customer service centre environment, work experience in a similar role is desirable but not essential. Excellent written and verbal communication skills Ability to work on own initiative and prioritise own workload and meet deadlines. Excellent time management skills High level of drive, conscientious and self-motivation Ability to work effectively in a team and as part of a wider team. Able to demonstrate their Values. "Customer" First" "Together" "Listen Act & Learn". What opportunities will I have for progression? They are committed to investing in the development of their employees to enable them to realise their potential. There are many opportunities that they will provide you with to enhance your skills and assist in your career progression. They measure their success within this area by the number of internal promotions that they can achieve and that they are able to retain their best talent. The natural career progression route that would be applicable to you, is a permanent role within the company at the end of the fixed term contract. To Apply If you feel you are a suitable candidate and would like to work for this reputable company, please click apply to be redirected to their website where you can complete your application.