Contact Centre Advisor

Posted 4 months ago

Contact Centre Advisor, Letchworth


This is a key operational service support role handling customer contacts from all channels (telephone, email).  Logging calls, answering general queries for customers, delivering customer excellence at all times.

Key Responsibilities: –

  • Handling incoming calls received via phone or email in a professional manner at all times.
  • Ensure customer contacts are handled and/or routed as per the current agreed process and within KPI
  • Make outbound calls to update customers as defined by the Office Services Manager or as appropriate to meet business needs/requirements
  • Respond to customer enquiries effectively, providing accurate answers and solutions
  • Accurately log calls as defined by inhouse systems whilst maintaining customer records, equipment and contact details
  • Keep records of all conversations in the database in a comprehensible way
  • Maintaining customer records and equipment within the database
  • Build sustainable relationships and engage customers by going above and beyond
  • Maintain constructive working relationships with colleagues across different business areas to deliver the best outcomes for customers
  • Use of knowledge base and other internal systems to keep up to date with current processes
  • Follow communication “scripts” when handling different topics
  • Assist with administration duties when required including cross training for scheduling department
  • Make outbound quote follow up calls when required, following current process and scripts
  • Ad-hoc duties as required ensuring the smooth running of the department

Person Specification: –

  • Must have the ability to empathise and listen actively to customers’ needs
  • MS Office skills
  • Strong customer service skills that go beyond scripts and prompts
  • Must have a natural flair for delivering good service to customers and able to use your own initiative
  • Motivated by providing excellent customer service, resolving problems and achieving quality driven targets
  • Good verbal and written communication skills
  • Strong team player, able to work well with others – offering support and seeking resolution and common ground, avoids conflict
  • Contact Centre experience
  • Adaptable, willing to accept change and try new ways of working

Within this role, you will be expected to cover out of hours, one weekend in 6/7 (Saturday or Sunday, not both days).  Working from home, you will be provided with a laptop and phone.  Out of hours is paid for, Saturday time ½ and Sunday double time.

It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, if you have not heard from us within 7 days, please take it that your application has been unsuccessful on this occasion.
This vacancy is being advertised by Fresh Recruit Ltd who are acting as an employment agency business.

Job Features

Job CategoryCustomer Services

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