The Role
You will work flexibly across teams to manage peak traffic and maintain high service levels, including any new business lines on our account. During quieter periods, you will assist with short-term, ad-hoc campaigns to promote our clients products.
Responsibilities include providing tailored information, advice, and guidance to customers, including education settings, employers, training providers, apprentices, and citizens. This will involve handling inbound phone calls, webchat, and email inquiries.
A strong passion for delivering exceptional service, driving excellence, and meeting targets is essential. Additionally, you will engage in outbound calls to promote skills products and funding in alignment with priorities. Your duties will also involve supporting technical requests, escalating issues to Tier 2 support when necessary, and recording service user feedback. You may also assist in redirecting callers to appropriate local or support services.
Business hours are 8am-8pm, there may be requirements to support in different areas of the campaign when necessary, therefore a flexible attitude to working hours is essential.
Key Responsibilities and Accountabilities
1. Quickly and accurately access and research information sought by customers.
2. Accurately collate and record customer information for management information reports.
3. Work within defined quality guidelines and maintain good practices at all times.
4. Assess customer needs and either meet them directly or refer to another agency or specialist as required.
5. Provide tailored information, advice, and guidance to support customers in making well-informed decisions.
6. Develop and maintain an interest in related topical issues and those likely to affect contacts.
7. Deliver specialist subject matter expertise as appropriate.
8. Undertake administrative and other tasks relevant to the working environment.
9. Work to achieve daily and weekly targets
Knowledge, Skills & Qualifications
10. Educated to at least Level 2, including Maths and English qualifications.
11. Relevant experience of working one-to-one with the target audience.
12. Excellent telephone manner with exceptional verbal and written communication skills.
13. Ability to work independently and as part of a team.
14. Strong listening skills and ability to interact with employers and training providers in a professional, non-judgmental manner.
15. Ability to assimilate key information from appropriate sources.
16. IT literate, with strong keyboard skills and proficiency in using a wide range of commercial software packages, e.g., Microsoft Office.
17. Commitment to continuous professional development, with the ability to gain further qualifications and training as required.
18. Understanding of confidentiality related to safeguarding situations and the Data Protection Act.
In return, we’ll offer you:
19. 28 days holiday (including 8 public/bank holidays).
20. Excellent on the job training and on-going core skills development.
21. Life assurance and access to a company pension scheme (after qualifying period) .
22. Exclusive staff discounts at holiday, leisure & other retailers, so you can buy and do the things you love for less.
23. An employee assistance programme to ensure your wellbeing.
24. Monthly employee-voted awards to recognise your achievements.
25. Unique career opportunities within this client partnership.
Still like what you see? If you want a role where you’re encouraged to be 100% you every day and you're happy with the following final points, get in touch and apply today!
26. The position is subject to an enhanced DBS Check and further vetting processes as appropriate to fill our contractual and safeguarding.
27. You will be required to provide specific documentation in a timely manner to satisfy UK Right to Work checks.
28. You must be based in the UK.
29. You will need a quiet and comfortable ergonomic workstation when working remotely.
30. Full availability during 1 week training required, this will be on site at Stockbridge House (NE1 2HJ).
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce