About the role
An excellent opportunity has arisen for a Contact Centre Advisor to join a leading company within the Maintenance and Facilities Management environment.
We are looking for a performance‑driven candidate with effective communication skills to be at the start of the Customer’s journey, using their excellent customer service skills to identify the caller's requirements at their point of initial contact. Our advisors are pivotal in making it the best and easiest customer experience, exhibiting the company values at all times.
As an advisor you will work in an engaging environment supported by leaders who have your personal development at heart helping you become the best version of yourself, they work hard however in return we also strive to acknowledge and recognise their teams for going over and above in their day to day duties.
Responsibilities
* Support to Maintenance Contractors and Customers using a proprietary software system.
* Deal with customer calls, managing their expectations and resolving any issues they report ensuring a right first‑time resolution
* Manage their own work flow and administrative tasks in line with client SLA’s
* Maintain up to date records in the proprietary software system, enabling accurate management information to be available for reporting and accounting purposes.
* Communicate both internally and externally with emphasis on a pro‑active service delivery
* To take ownership and responsibility for all enquiries presented to the Contact Centre, identifying customers’ needs and using appropriate questioning and listening skills to identify and offer appropriate solutions.
* Ensure a seamless customer journey by providing accurate information and guidance to all customers and liaising with relevant departments.
* To actively promote and act as an Ambassador for the services which our clients represent.
* To ensure that all computerised systems are used effectively and efficiently to help process customer enquiries, accurately maintaining records ensuring all processes and DPA legislation is adhered to at all times.
* To establish, develop and maintain great working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the performance standards and business objectives for the Contact Centre.
* Be an active contributor and work collaboratively with key departments by providing insight and ideas on improving our Customer experience.
* Take proactive steps to positively impact Contact Centre targets & measures.
* With drive and passion, you will strive to meet department standards on a day to day basis with your customer always in mind.
* Ensure a clear knowledge and understanding of team objectives and priorities
Key Experience, Knowledge & Skills
* Knowledge of office applications including Word and Excel
* Strong verbal and written communication skills within a professional environment
* 2 years or more experience working in a customer service environment
* Ability to read and understand technical documentation
* Effective in ensuring the customer is at the forefront of all we do
* Demonstrate a strong commitment to customer service in all activities
* Demonstrate a desire to learn and succeed in a service environment
* Excellent problem‑solving skills
* Experience of working a nightshift.
Requirements
* 5 GCSE passes at grade C or above or equivalent including English and Maths
* Excellent communications skills
* Exceptional attention to detail
* Strong Organisational skills
Benefits
The role offers a comprehensive benefits package, including pension, healthcare and death in service following successful completion of a probation period.
Shift Pattern
* 4 days on, 4 days off rota.
* 8.30pm – 7.30am
* The Helpdesk is 24/7 and so Bank Holiday working is required.
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