Customer Service Advisor / Contact Centre Agent who has experience of delivering exceptional customer service with excellent interpersonal and communication skills, and who is able to act with diplomacy and tact is required to join a well-established company based in Ealing, West London.
NO PREVIOUS EXPERIENCE REQUIRED - FULL TRAINING PROVIDED
All levels of experience considered (see below for extra details)
SALARY: £30,000 per annum+ Generous Benefits (see below)
LOCATION: Ealing, West London(W5) - 100% Office Based
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 hours per week (for Full-Time position)
4 different shift patterns on a rota basis, with start times between 8:30am - 9:30am and finish times between 4:30pm - 5:30pm
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Advisor / Contact Centre Agentwho has experience of delivering exceptional customer service with excellent interpersonal and communication skills, and who is able to act with diplomacy and tact.
Working as the Customer Service Advisor / Contact Centre Agent you will support the organisation's customers with queries such as making payments, booking appointments and repair issues. No two days are ever the same working in this busy and fast paced call centre where you will put customer experience at the heart of what you do.
As the Customer Service Advisor / Contact Centre Agent you will be responsible for managing and resolving each query with a dedicated and positive attitude, putting people first by working for a company with a social purpose to make lives better.
What if I don't have previous contact centre experience?
Fear not! Some of the best recruits in the Contact Centre have not had previous Contact Centre experience. From Teaching Assistants and Bus Drivers to Retail experience - the company focus on people's ability to communicate effectively, awareness of the impact they can have and passion for delivering a solution orientated experience for their customers.
DUTIES
Your duties as a Customer Service Advisor / Contact Centre Agent will include:
- Contribute to the effective running of the call centre, managing inbound calls from their residents, delivering a high-quality responsive experience
- Understand, assess and manage queries, concerns, or complaints to ensure they achieve satisfactory outcomes and escalating when appropriate
- Accurately record all call details on up to 4 different systems to maintain detailed resident files ensuring accurate and updated information
- Respond and manage email queries from their customers in a timely manner
- Record initial repair & maintenance requests and arrange appointments by consulting with internal colleagues and external 3rd parties
- Deliver services in a clear and understandable way that meets the diverse needs of their customers & communities
- Work towards company service level agreement in line with individual and team KPI's
CANDIDATE REQUIREMENTS
- Proven experience of delivering exceptional customer service, in a call centre or other environment working closely with people
- Resilience in managing conflict and proactive in finding solutions to queries for a diverse customer base
- Excellent communication skills, both verbal and written - Proficient in using computer systems, CRM software (they use Microsoft Dynamics), and other relevant tools
- Ability to remain calm and empathetic in high-pressure situations
- A commitment to finding the best solutions for each customer enquiry
- Ability to multitask when talking to customers, updating systems, and booking appointments
- Able to show an ability to work towards and achieve targets
INTERVIEW PROCESS
You will be contacted by a member of the recruitment or contact centre team to discuss your application further.
The company is recruiting for up to 10 new colleagues to join the busy teams in Ealing, London. With this in mind, they plan to invite people into the office in Ealing to take part in an assessment centre to get to know your skills and experiences better.
These dates will be in October and will likely be for half a day. They will share further details on what to expect to get your prepared should they progress your application further.
ONBOARDING AND TRAINING
Your training and onboarding will be key to setting you up for success. You will have a comprehensive training programme to get you comfortable and confident using the systems, customers, your colleagues and key departments you'll be working closely with and everything in between.
BENEFITS
- 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
- Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
- Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they'd still encourage you to apply should you not feel you meet the criteria 100%.
APPLY TODAY...
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JOB REF: AWDO-P12627
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