Job Description:
Title: Customer Service Representative
Location: Coventry (CV6 5NX)
Rate: £11.56 per hour PAYE
Hours: 37.5 hours per week - 8 - 4 Monday - Friday
Contract: 3 months
Key Objectives and Responsibilities:
- To monitor a set number of work items per day according to pre-set targets, using the agreed process and scoring criteria
- To make recommendations to the QCTL on possible improvements to quality processes
- To identify themes and trends and make recommendations/escalates to the QCTL and operational management team
- To have a fair, unbiased and consistent approach to quality monitoring, To raise priority feedbacks and alert the QCTL of any items that are of very poor quality or are of a nature that requires immediate action.
- To maintain professionalism and confidentiality with regards to quality performance of operational CSRs
- To be visible to the operation, proactively addressing quality issues that are affecting grade of service.
- To contribute to coaching and feedback in the appropriate operational areas where required.
- To actively promote the importance of quality and customer service within the contact centre.
- Understand client and customer needs and expectations and apply this understanding when carrying out your role.
Preferred Skills:
- Excellent verbal and written communication skills.
- Good numeracy and analysis skills
- Ability to follow procedures accurately.
- Excellent time management skills; be able to effectively manage a range of activities and projects at once.
- Excellent attention to detail
- Excellent knowledge of operational processes and procedures.
- Good interpersonal and organisational skills.
- Mature, positive outlook.
- Ability to work across departments and with other organisations to promote common message.
- High degree of integrity
- Ability to work to tight deadlines and adapt/respond to changing requirements.
- A customer focussed attitude.
- Enthusiastic, confident self-starter
- Team player who is enthusiastic and motivated
- Self-starter and independent
- The Quality CSR's will be supporting the training of the new starters and completing floor walking, doing live checks, and monitoring with people in the office. This therefore means they need to be engaging and a people person.
Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.