One of our Milton Keynes based clients requires a Telephonist to start as soon as possible to work on a one year contract basis.
Working Monday to Friday mostly 9am - 5pm with 1 hour for lunch (35 hour working week).
Job Objective
To take inbound calls from external customers, general queries to be answered in a professional manner and provide accurate information whilst delivering excellent customer service.
Key Responsibilities
The duties and responsibilities of the Telephonists include the following tasks and activities:
- Take inbound calls from members through the customer service phone line.
- Adhere to phone KPIs.
- Ensure that customers are treated fairly and receive a fair and consistent service in line with the Company's TCF policy.
- Ensure clients receive regular and effective communication which is professional and delivered to the highest standards.
- Maintain and develop good business relationships with internal and external customers.
- Work in conjunction with the team to ensure all work is carried out to the highest quality, and within the service levels laid down.
- Escalate any problems, mistakes, backlogs or issues immediately to the Line Manager.
- Report any breaches or complaints immediately to the Line Manager or to the Compliance team.
- Take responsibility for individual tasks and action them within the required timescales.
Knowledge and Skills
- At least 1 year of experience working in customer service or call centre phone-based roles.
- Good organisation skills and able to prioritise.
- Excellent attention to detail.
- Team player.
- Excellence and quality in service delivery.
- Demonstrates innovation and added value towards customer's needs.