Job description
Earn while you learn with our award winning training team
This is an exciting apprenticeship opportunity within our Homeworking Operations Team, based in our Head Office in Sunderland.
The main purpose of this role is to support over 450 homeworking agents with any queries they may have. This role involves answering calls, responding to emails and assisting our agents through live chat. Our customers are at the forefront of everything we do, so exceptional customer service experience is required.
Responsibilities
1. Deal with all Homeworking Queries from our 500 plus agents
2. Assist with admin and support emails
3. File audits / Booking Reports
4. To ensure that all bookings are administered professionally and within given timescales
5. To ensure that all tasks are processed on a timely basis and in a first class manner
6. To ensure e-mails are prioritised and dealt with on a timely basis
7. Report any issues/improvements where appropriate
8. Monitoring and maintaining high productivity
9. Liaising directly with homeworking agents
10. Liaising with all Hays Divisions & head office teams to resolve any issues
11. Completion of assigned reports as allocated by the team leader / manager
Competencies Required
12. Excellent, organisational and administration skills
13. Provision of excellent customer service to internal and external agent at all times
14. Accuracy and excellent attention to detail
15. Ability to work to strict deadlines
16. Encouraging working attitude and desire to put forward ideas and implement positive changes to working practices as required
17. Computer literate
18. Ability to act on own initiative and prioritise workload
19. Flexibility to suit needs of the business
Technical Skills Required
20. Basic knowledge of computer systems Microsoft Word and Excel with the ability to utilise its key functionalities
21. Strong attention to detail and accuracy skills
22. File management skills
23. Web Navigation Skills
Qualifications/Experience required
24. English & Maths grade 4 or above
General
25. To be committed and dedicated to completing the customer service Apprenticeship programme within the 12 month timescale, attending all relevant training workshops
26. To undertake any other duties that may fall into the job criteria
27. To conform with all company policies and procedures including Health and Safety
28. To treat all employees, customer and suppliers with dignity and respect