Our client has a vacancy for a Helpline Agent to work 21 hours per week The hours of work are as follows:
Monday, Tuesday, Thursday and Friday 16:30 - 20:00 (3.5 hours per shift) plus every Saturday 09:00 - 17:00 (7 hours per shift)
The key purpose of the role is to provide an efficient and appropriate response to customers and other business partners, dealing with enquiries in a helpful, proactive and professional manner.
Main responsibilities will include managing customer contact (including calls, email and letters) in a polite, professional and appropriate manner ensuring that:
An accurate response is given in compliance with the operating procedures
The response provided is within the agreed target timescales
The escalation procedure is complied with
Outgoing calls are made in line with procedures.
High levels of customer service are provided in line with service level agreements
All data protection requirements are complied with
Information security is accurately captured in line with procedures
Successful applicants will be required to log information accurately on to a central database. Previous experience in a Contact Centre role is not essential, as training will be provided, but some previous telephone or customer service experience is needed.
The successful candidate should have the following:
Minimum QCF level 2, this equates to: 5 GCSEs Grades A*- C to include Math’s and English or NVQ Level 2 (or be prepared to attain a qualification at this level)
Telephone and/or customer service experience
Excellent attention to detail with high levels of accuracy
Basic working knowledge of MS Office
Effective communication skills with excellent telephone manner
Excellent listening and questioning skills, with the ability to extract detailed and relevant information
Able to use own initiative and to work within defined procedures
Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.