Contact Centre Consultant Job Title: Contact Centre Consultant (English) Salary: £26,624 (£29,024 OTE) Location: KONECTA – Ringwood. Training sessions may be conducted off site. Hours: 40 paid hours per week. Shifts: A rota is supplied every two weeks with your working hours. Typical working hours for this role are 7.00am – 3.30pm, 9.30 am – 6.00 pm, and 11.30 am - 8.00 pm. Contracted hours are 7.00am – 10.00pm Monday to Sunday. You occasionally may be required to cover weekends when required by the business. The weekend shift will cover the hours between 9.00am-5.30 pm. Main Purpose of Role Konecta works as an outsourcer for a number of partworks clients who specialise in providing a variety of magazine collection subscriptions to its customers. We cover an exciting range of magazine collections such as comic heroes, crafts & cooking, technology, kids, sci-fi fantasy, model making, sports and military history. The Contact Centre Consultant will be responsible for responding to emails, answering calls, dealing with customer quires on our system. You will be communicating directly with customers on the phone, by email, social media and live web chat. The purpose of the job is to provide a fantastic customer experience by always responding quickly and professionally. The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Growth and development are encouraged and supported and over time will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase. Skills Requirements ● Confi dent with IT systems, basic knowledge of Excel and Word is benefi cial ● Previous customer service experience benefi cial but not essential ● Excellent telephone manner ● Excellent numeracy and literacy ● Excellent customer service skills ● Good analytical, decision making and problem solving abilities ● Previous call centre/back office experience (desirable) Who are Konecta Group? Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most eff ective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://konecta.com/about-us/who-we-are Why work for us? ● Konecta working culture of fun and sociable team environment ● 50% discount with More bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood.) ● Pension Scheme with Standard Life ● Eye test vouchers and discounts ● Discounted corporate gym membership ● Involvement with local charities and fundraising days ● Campaign specifi c benefi ts including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeships qualifi cations and career fl ight path schemes ● Recognition and reward schemes with Perkbox. Position in Organisation The Contact Centre Consultant will report directly into the Customer Experience Team Manager and will have various support from colleagues nearby which will always be on hand. Operational Days and Hours Flexible hours - Monday to Friday between 7 am to 8 pm. Requirements can be discussed on application. Saturday, Sunday and evening shifts will also be available once training has been completed. 10-20 hours a week depending on workload. Konecta operate extended season hours and UK bank holidays. The Konecta call centre opening hours are between 7.00am and 10.00pm Monday to Sunday and we reserve the right to change the working hours with suffi cient notice. You will need to be available to work between these hours if required. Database & Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA) the KONECTA Quality Management System and all other systems and soft skills training. Opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives. These will be communicated by the Operations Manager or Client Services Development Director (CSDD) (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.