At the Donnelly Group, we pride ourselves on the consistently high level of customer service we provide, which starts the moment we receive a phone call from a customer, supplier, or manufacturer. In order to support this aim, we wish to recruit a full-time permanent Contact Centre Operator.
The Role:
To answer and process all incoming calls made to the business/site in an efficient, courteous, and timely manner, delivering an excellent customer experience.
Key Responsibilities:
* Answer all calls as soon as they enter the system.
* Consult with each caller to obtain as much information as possible, directing calls to the appropriate person or department on the first occasion.
* Transfer each call to the relevant member of staff.
* Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available.
* Take and pass on messages via email to the relevant member of staff, providing appropriate details of the caller and reason for the call when it has not been possible to connect a call.
* Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager.
* Treat callers with respect and courtesy at all times.
* Handle callers’ personal information in line with GDPR.
The hours of work for this role will be 9am to 6pm daily.
This is not an exhaustive list of duties, and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.
Skills Needed
* Customer service experience.
* Excellent telephone manner.
* High level of IT skills.
Desired Criteria:
* Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided.
About The Company:
The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh. Since then, the Donnelly Group has become the largest family-owned automotive company in Northern Ireland. We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.
Company Culture:
Our teams across all our branches get involved with fundraising for our nominated charity partner through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events, as well as having a ‘Foundation Day’; a paid day off to get involved with community projects. We like to feel that we work hard and play hard.
Closing Date: Friday 28th March, 2025
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