Location
Datchet, UK. (Please note that all applicants must be UK residents.)
Hours & Pattern
20 hours: Split into 8-hour shifts on both Saturday and Sunday then an additional 4 hours between Monday to Friday, between the hours of 1pm to 6pm.
DEPARTMENT
Switchboard
SALARY
£13,104 per annum, with an hourly paid rate during the full-time training period.
What Will You Be Doing
As a Switchboard Operator on weekends, you will be dealing with a variety of incoming calls as a first point of contact for some of our high-profile clients. You will be assessing the nature of the calls in order to transfer or escalate, ensuring that each call has a valued outcome.
Additionally, you will be required to carry out data related admin tasks using Excel.
You will need to be able to commit to a full-time, eight-week office-based induction (Mon-Fri, 9am to 5pm) before moving onto the weekend rota.
This role requires the Virtual Personal Assistant to conduct themselves in accordance with the company's 4P's values (Politeness, Professionalism, Personality and Proficiency) at all times to internal and external stakeholders.
Please note that all applicants must be UK residents.
Your Main Responsibilities
* Answer all calls, with politeness, proficiency, personality and professionalism.
* Answer all calls presented to you within the time limits (SLA) set for the call and handle according to the requirements of the customer.
* Respond to all inbound emails in accordance with the requirements of the client.
* Fully understand the ethos of providing highest quality customer service and to deliver this at all times.
* Complete all administrative tasks requested by a client, such as managing and making suitable amendments to directories to ensure client data is current and up to date.
* Taking accurate and detailed messages where appropriate and sending them in a timely manner.
* Possess excellent word processing and IT skills.
* Use our bespoke computer systems proficiently to direct callers to the correct department or person. This may include reading and reacting to on screen prompts.
* Liaise with all other members of the team to ensure an effective service is provided to all clients.
* Support and advise your colleagues where possible
* Undertake any other duties deemed reasonable, assigned to you by your Team Leader, Director of Customer Services, or another Team Leader deputising for them.
* Complete tasks listed on the Team's Checklist as requested by the Team Leader
* Use active listening to identify customers' needs, clarify information, and where appropriate provide solutions and/or alternatives.
* Screening phone calls, enquiries and requests, and handling them in line with our client'swishes.
* Adhering to ComXo's confidentiality and data protection agreements regarding sensitive information.
* Maintain security measures; such as allowing people into the building, and adhering to cyber security procedures.
* Ensure all relevant information is logged promptly and accurately for billing purposes.
* Flexibility and adaptability to juggle and prioritise a range of different tasks and calls.
* Maintains safe and clean working environment by complying with procedures, rules, and regulations.
* Use initiative and ask for help when needed; report a problem or concerns to a Team Leader.
Experience
* Previous telephone customer service experience is essential
* Experience of using Microsoft packages – Word, Outlook, Excel
Qualifications
* Educated to minimum GCSE or equivalent
* NVQ in Customer Service is an advantage
Strengths
* A good telephone manner with a passion to deliver a first-class service
* A 'can-do' attitude
* Happy to work whole weekends on a weekly basis
Please note:
If successful in the recruitment process, the employment will be subject to 10 years of references and employment history, proof of education certificates, DBS check, financial adversity and sanctions checks, which will be completed upon offers.
Due to volumes of applications, we will only be able to contact those who have been selected to move onto the next stage. If you do not hear from the team, unfortunately this means your application was not selected.
Equality and Diversity at ComXo:
At ComXo, we are committed to creating a workplace where everyone feels valued, respected, and empowered to thrive. We celebrate diversity in all its forms and are proud to be an equal opportunity employer. We welcome applications from individuals of all backgrounds, experiences, and identities, including but not limited to race, ethnicity, gender, age, disability, sexual orientation, and religion.
We believe that a diverse and inclusive team drives innovation, fosters creativity, and strengthens our ability to serve our clients. If you require any adjustments during the recruitment process, please let us know — we're here to support you.
Further information can be found in our Equality & Diversity Policy which is available on request.
Competencies
* Communication
* INTEGRITY
* RELIABILITY
* ADAPTABILITY
* Empathy
* Initiative
* Efficiency