The primary purpose of the role is to deliver service excellence for both the company and its customers by working in our Customer Contact team.
Hours/Shift Pattern:
8.00am-5pm, 9.00am-6pm, and 11.00am-8pm.
If you opt for a 30 min lunch, you would start 30 mins later unless on an early shift.
Benefits:
Uncapped monthly commission.
Option of 30min or 60 min lunch agreed when you start.
Life Insurance.
Pension Contributions of 3% after 3 months.
25 days plus B/H (33), with 3 days held for Xmas/NY Closure.
This is a key customer-facing role predominantly telephony-based, helping to assist clients and their customers in finding the right solutions to manage their outstanding utility bills and arrears. You will also assist agents in the field to set up and agree on payment plans and process payments from customers. The role involves working in a contact centre environment dealing with both inbound and outbound calls.
The role is located in our Romford office and involves working with a growing team across a range of working times to deliver the full range of services we provide. In addition, there is a requirement to deliver both Management and Client-led KPIs to ensure we achieve targets set for the business across a range of activities.
Key Responsibilities and Duties
1. Answer incoming calls from clients' customers to discuss and arrange suitable resolutions based on their personal circumstances and clients' criteria.
2. Assist field agents in dealing with clients' customers.
3. Address general queries from clients' customers.
4. Make outbound calls to clients' customers to establish contact.
5. Update relevant CRM systems with information related to calls, including resolutions gained and other data such as meter reads and vulnerability information.
6. Liaise directly with clients to establish correct resolutions for their customers.
7. Cover team workloads during staff absence to ensure consistent service.
8. Manage calls within the company agreed quality framework.
9. Drive own performance to achieve required Key Performance Indicators.
10. Collaborate with other contact centre agents to ensure overall team service levels are achieved.
Skills and Experience
Essential:
Minimum 18 months previous experience working in a call centre/customer contact centre.
Organised and able to accurately follow protocols to deliver a high and consistent service.
Active listening and ability to summarise conversations with customers.
Adaptable, flexible, and able to react positively to change.
Good work ethic with the ability to work within defined timescales.
Polite, patient, empathetic, and understanding of people's personal circumstances.
Approachable and self-motivated.
Able to work in a team environment and multitask.
Proficient in Microsoft Office and able to adapt to custom-built CRM systems.
Proven track record of achieving targets and/or Key Performance Indicators.
Desirable:
Able to plan and efficiently manage own workload.
Previous experience in the debt resolution and collections process.
Initiative and independence.
Personal resilience.
*** The above is not an exhaustive list but an outline of your duties. All employees need to be aware that they may be asked to perform tasks and be given responsibilities as reasonably requested by management.
Key Relationships
Internal:
Customer Contact Manager
Customer Contact Team Leaders
Company Training Manager
Court & Warrant Team
Client Services Team
Quality Assurance Team
Field Agents
External:
Clients
Clients' Customers
Core Competencies
1. Effective communication skills
2. Speed and accuracy
3. Empathy and emotional intelligence
4. Problem Solving
5. Teamwork
Other Information:
This is presently an office-based full-time role with a competitive salary, pension, and life insurance. Some travel may be required with the role. When required due to levels of workload or key tasks, you may be requested to work overtime, which is part of your contract.
You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.
Compliance Responsibilities
Adhere to all Company Policies and Procedures contained in the Codes of Conduct, Information Security, Environmental, Health and Safety, and Quality Management Systems.
Report any Health & Safety, Quality, Information Security, Environmental, and Business Continuity & Disaster Recovery incidents to your supervisor/line manager.
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