Customer Service Representatives
£12.25ph
Worcester
We are recruiting Customer Service Representatives on a temporary basis to help manage increased call volumes. Key points:
Candidates must be immediately available to start.
There is potential for this temporary role to become permanent, depending on performance and business need.
Applicants should have excellent communication skills, empathy and a customer-focused mindset. Key Accountabilities / Activities
First point of contact for inbound calls received
Answer inbound calls within 30 seconds
Triage inbound calls i.e. answering inbound calls and transferring them to the relevant Claims Handler (or team if they are unavailable) once security checks have taken place, claim reference established and purpose of call has been identified
Linking, moving and colouring emails when there are no inbound calls waiting
Once competent, loading new instructions
Play a vital role in the team, supporting colleagues and the Team Leader as requested
Co-operate and communicate with colleagues and management in a professional way, demonstrating effective teamwork and expected standards of behaviour
Assist with new and existing instructions for emergency and alternative accommodation
Ensure daily activities are completed in the set timeframes as set down by Team Leader General Duties
Improve your own performance and the customer experience through regular call coaching, attending training sessions and sharing best practice
Ensure any EODs or complaints are escalated to Team Leader within SLAs (where applicable)
Follow set policies and procedures, including escalation matrixes
Achieve/exceed individual KPIs and support others to achieve theirs
'Shut down' your computer each night; adhere and contribute to ESG initiatives Health & Safety
To act on your responsibilities detailed in the Health & Safety at Work Act 1974.
To be security conscious with respect to staff/property/welfare and to report suspicious circumstances to your line manager. Hours of work:
Set shift of 9am - 5pm Monday to Friday to cover client office opening hours
40 hours over five days including a 30-minute paid daily break
Office opening hours - Monday to Friday 8.30am to 7pm, Saturday 10am to 4pm
Office based