Call Centre Agent
Are You Ready to Be the Friendly Voice of Parking Solutions? Chipside, part of the Unity5 group, is looking for enthusiastic and customer-focused individuals to join our relaxed and friendly Call Centre team as Call Centre Agents. You will be the vital first point of contact for clients across the country, helping them with everything from paying for parking to managing complex parking permits.
This role is a fantastic opportunity to start a career in a supportive environment, with a clear path for growth and development within the wider group!
Responsibilities
* Quickly and efficiently answer customer calls, meeting our target service level agreements (SLAs).
* Process payments for parking sessions and encourage customers to register for online accounts for easier long-term management.
* Make necessary changes to existing parking sessions when customers call with issues.
* Handle complaints and escalations professionally, working closely with supervisors.
* Utilise our internal knowledge centre to become an expert on customer set-up and permit rules.
* Process changes and payments for new and renewed parking permits.
* Collaborate with supervisors, sharing ideas for product and service improvements to keep customer satisfaction at the core of our operations.
Specialist Responsibilities (as You Develop)
* Manage customer queries coming in through the general inbox, especially those related to permit set-up and purchase.
* Ensure the correct management of proof of address/identity to accurately allocate permits.
* Become a customer knowledge expert, specialising in specific client processes to support and guide the wider team with complex questions.
Requirements
* A genuine passion for customer experience and service.
* The ability to work efficiently and meet call targets in a busy, fast-paced environment.
* A confident and clear communicator.
* The ability to handle issues and complaints with professionalism and empathy.
Desired
* Previous experience in a parking call centre.
* Confidence in using various systems and technology.
As part of the Unity5 group, we value our team and offer excellent benefits and opportunities:
* Overtime options or the ability to accrue Time Off In Lieu (TOIL).
* A comprehensive Wellbeing Programme.
* Additional benefits including healthcare credits and a company pension scheme.
* Clear career progression opportunities across the Unity5 group in areas like support, configuration, implementation, account management, product, and development.
If you're ready to start a rewarding career with room to grow, apply today and help us deliver great service to local councils and their residents!
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