About the Role
We are seeking a Contact Centre Advisor to work within the Contact Centre on a 12-month fixed-term contract. The team is dynamic, energetic, and hardworking, vital within our fast-paced environment. We pride ourselves on encouraging best practices and supporting each other to perform at our best.
The role involves handling customer interactions via phone and digital channels, with an element of face-to-face customer service at our Trade Counter. This face-to-face aspect allows us to deliver excellent service directly to our customers, ensuring their needs are met efficiently and effectively.
We maintain a professional, committed, yet fun and sociable environment.
Accountabilities
* Demonstrate exceptional customer service skills
* Deliver high standards of service to existing and potential customers
* Establish effective relationships with our carrier partners
* Handle and resolve delivery-related customer issues
* Identify and respond to sales opportunities
* Generate sales through service, technical knowledge, and selling skills
* Upsell ancillary products when beneficial
* Work proactively as part of the team to meet performance standards
* Manage enquiries and resolve problems, including complaints
* Be responsive and proactive to customer needs
* Deliver excellence in customer handling and processing, acting as Brand Ambassadors
About You
* Good knowledge of MS Office, including Excel and Word
* Problem-solving skills
* Adaptability
* Planning and organisational skills
Benefits
* 25 days annual leave plus public Bank Holidays
* Annual development and training (40 hours per employee) with career progression opportunities
* Subsidised private healthcare for employees and families
* Wellbeing support via Health Shield, including medical cost claims, counselling, GP services, and NHS-approved wellbeing app
* Discretionary annual performance bonus
* Monthly WOW awards for outstanding contributions
* Staff suggestion scheme with rewards
* Staff discount on products
* Long service awards
* Annual team-building and social events
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