Customer Service Lead Agent
£27,912 + £1ph attendance bonus, Burgess Hill, 28 days holiday, Pension, 8am - 5pm / 9am - 6pm Monday to Friday, Saturdays (1 in 3) 8am - 2pm, paid overtime
The Role
Due to continued success, our client, a well-established contact centre in the automotive sector, based centrally in Burgess Hill, has a fantastic opportunity for a Call Centre Lead Agent to join their dynamic team. Working alongside a team of experienced customer service representatives, and directly supporting the Call Centre Manager, the Lead Agent will split their time between working on the phones and undertaking a variety of administrative, training and operational tasks to support the call centre.
Customer Service Responsibilities
- Responding to enquiries from customers, scheduling bookings and upselling where applicable.
- Answering inbound calls from customers and assisting them in scheduling their appointments
- Upselling plans to customers where applicable
- Utilising CRM systems to record and update customer records
Lead Agent Responsibilities
- Supporting the coaching and training of team members
- Be a point of escalation for your team members
- Setting your team up for the day
- "running" shifts on a Saturday
- Administrative tasks including rotas and reporting
Requirements
We would expect the successful Lead Agent to have solid experience in a call centre environment. You may have already worked as a Lead Agent or be looking to step up into the role. You will have great IT skills to pick up the variety of systems utilised and have good attention to detail to record information accurately. All Lead Agents undertake a Customer Service Apprenticeship alongside their work (supported and funded by the business), so you must be willing to undertake this recognised training. In order to be eligible for this, you must hold at least GCSE level (or equivalent) in Maths and English. This position could suit someone who has worked as a Lead Agent, Customer Service Team Leader, customer service advisor or customer service representative.
Company Information
Our client is a well-established business with nearly 20 years' experience in providing call centre operations to a wide variety of businesses. You will be joining a dynamic team and part of a business who value their staff. They are centrally located in Burgess Hill, only a 3-minute walk from the mainline train station.
Package
Up to £29980 (£13.50 per hour basic (£27912), time and half for Saturday shifts, + £1 hour attendance bonus)
Opportunity to earn additional bonus on upselling of service plans
Holiday
Pension
Fully funded recognised apprenticeship scheme
Travail Employment Group is operating as an Employment Agency. Once you click to apply for this job your application will be immediately received by Travail Employment Group. If your application is successful a consultant will be in contact with you within the next 7 days. If you do not hear within 7 days you have unfortunately not been successful on this occasion.