Working Hours and Shift Pattern;
1. 5 x 8 hour shifts a week (37.5 paid hours)
2. Mon - Sun (1 in every 4 weekends, Sat & Sun)
3. Rota between 8am - 8pm
Purpose of the Job:
Our Contact Centre is a vital part of central operations within Unite Students. We provide a 24/7 service to our students and employees, handling webchat, social media, phone and email queries. We might be helping students find their perfect home, or with field operations teams in emergency situations. We support with all aspects of living with us. Our Contact Centre is a vital part of our organisation, it`s an exciting place to be and you`ll be working in an environment committed to supporting your development and our customer`s success.
You will be based in our Contact Centre at our Head Office, South Quay House. You will work alongside the Advisor and Leadership team across a variety of channels and tasks. Your Team Leader will agree with you what the focus of your shift will be; a variety of work, training and skill-sets will be covered; giving your variation in how you work and the opportunity to develop your career at Unite Students.
Who we are looking for
4. We are looking for solutions focussed, customer-orientated individuals
5. You`ll be enthusiastic about delivering great customer service
6. You`ll be adaptable, with the ability to work across a range of customer-impacting disciplines; from accounts queries, to emergency support
7. You`ll be someone who can deliver high-quality interactions and commit to taking ownership of any issue and utilising all available resource to resolve them first time
8. You`ll be target-driven and ready to perform to our departments Key Performance Indicators and Service Level Agreements
9. You`ll have a great team-spirit, understanding of the impact your personal-adherence and work has on our team and customer`s success
10. You`ll be striving to be better and achieve to your full potential, based on detailed feedback to support your ongoing development
11. You`ll be able to support others when dealing with high-profile and emergency incidents
What you`ll get in return
12. An annual bonus so you can share in the company`s success
13. Academy supported life-long learning to build your skills and enhance your career
14. 25 days` paid holiday
15. Pension scheme - based on how much you save, we`ll contribute 1% more
16. Shared Parental Leave - 18 weeks full pay
17. We`ve earned a Gold award for Investors in People, so you`ll be working for an employer who really cares about you and your career
18. Other benefits include, Sharesave, Bike to Work, Charity Match, amazing discounts and more
Essential
19. Excellent written and verbal skills
20. Confidence in speaking with people over the phone; a clear and articulate telephone manner
21. Ability to remain patient, calm and solutions focussed during challenging interactions
22. Ability to work as part of a rota, including evenings and weekends
Desirable
23. An understanding/background in providing services to students
24. An understanding of contact-centre systems
Compliance
25. Ensuring that Health and Safety legislation is adhered to at all times
26. Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance
27. To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
28. Delivering central processes and conducting all duties in line with Unite Students policy and procedure
29. Ensuring incidents are reported via the correct channels
30. Ensuring a safe and secure environment at all times
31. Fulfilling the varied administration and auditing requirements