Job Title: Contact Centre Agent
We are seeking dedicated Contact Centre Agents to join our team.
This role entails assessing caseloads in a timely manner, managing a dedicated caseload with empathy, professionalism, and confidentiality, while collaborating with relevant agencies and stakeholders to address complex issues.
Key Responsibilities:
* Conduct challenging conversations with confidence
* Maintain multiple cases simultaneously, varying by type and stage
* Manage a designated caseload with diligence
* Question in a curious and confident manner, whilst being considerate of potential sensitivities
* Review and compare multiple sources of information, including using reasoned judgment to assess contradictory pieces of evidence
* Engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills
* Collaborate within teams to support delivery outcomes
* Take ownership of situations with positivity, resilience and a dedicated approach to providing service excellence
Benefits:
* Online recruitment process with potential job offer within 24 hours
* Fully paid training
* 28 days' holiday (increasing to 30 days after one year of service)
* Lifestyle Benefits programme featuring discounts, special offers and exclusive employee deals
* Refer & Earn Scheme - earn up to £900 for referring a friend
* Employee welfare support with access to Mental Health Employee Assistance programme and Interactive Health and Wellbeing Hub
* Life Assurance Cover & Pension Scheme
* Length of Service and monthly recognition awards
* Opportunities for career development and progression