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 assisting field operations teams in emergency situations. We support all aspects of living with us. Our Contact Centre is an exciting place to be, and you will be working in an environment committed to supporting your development and our customers' 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 on the focus of your shift; a variety of work, training, and skill sets will be covered, providing variation in how you work and the opportunity to develop your career at Unite Students.
Key Responsibilities:
* Ensuring that Health and Safety legislation is adhered to at all times.
* Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR, and compliance.
* Following the Data Protection Policy and associated policies, keeping information confidential and secure to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
* Delivering central processes and conducting all duties in line with Unite Students policy and procedure.
* Ensuring incidents are reported via the correct channels.
* Ensuring a safe and secure environment at all times.
* Fulfilling the varied administration and auditing requirements.
We are looking for:
* Solutions-focused, customer-oriented individuals.
* Enthusiasm for delivering great customer service.
* Adaptability to work across a range of customer-impacting disciplines, from accounts queries to emergency support.
* Ability to deliver high-quality interactions and take ownership of any issue while utilizing all available resources to resolve them on the first attempt.
* Target-driven mindset ready to perform to our department's Key Performance Indicators and Service Level Agreements.
* Great team spirit and understanding of the impact of personal adherence and work on our team and customers' success.
* A drive to improve and achieve full potential based on detailed feedback to support ongoing development.
* Ability to support others when dealing with high-profile and emergency incidents.
* Excellent written and verbal communication skills.
* Confidence in speaking with people over the phone; a clear and articulate telephone manner.
* Ability to remain patient, calm, and solutions-focused during challenging interactions.
* Ability to work as part of a rota, including evenings and weekends.
Desirable:
* An understanding/background in providing services to students.
* An understanding of contact centre systems.
Working Hours and Shift Pattern:
* 5 x 8 hour shifts a week (37.5 paid hours).
* Mon - Sun (1 in every 4 weekends, Sat & Sun).
* Rota between 8 am - 8 pm.
Benefits:
* An annual bonus so you can share in the company’s success.
* Academy supported life-long learning to build your skills and enhance your career.
* 25 days' paid holiday.
* Pension scheme - based on how much you save, we’ll contribute 1% more.
* Shared Parental Leave - 18 weeks full pay.
* 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.
* Other benefits include Sharesave, Bike to Work, Charity Match, amazing discounts, and more.
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