Inbound Customer Service Advisor
START DATE: 6th January
Salary: £13.25 per hour
Contract: Full time (37 hours, Monday-Friday)
Training: Full training provided (6-8 weeks office based)
Working Arrangement: Hybrid working after completion of training (3 days in office, 2 days WFH)
Contract Duration: Temporary contract until the end of 2025
Location: Manchester City Centre
We are currently looking for 10 Inbound Customer Service Advisors to join a public-sector organisation in the city centre of Manchester. This role will start on 6th January 2025 on a temporary basis and is guaranteed until the end of November 2025 with the view to extend or move into a permanent role for the right candidates.
Location: Very centrally located with access to all public transport links and local amenities.
The role will be a mixture of office and home working, and full IT equipment will be provided. Working days are Monday - Friday between the hours of 8:00 AM - 6:00 PM, totaling 37 hours per week.
The Role:
The customer service and administration team deal with a high volume of telephone and email queries on a daily basis, in addition to processing applications and all associated administration. The main purpose of this role is to provide outstanding customer service both orally and in writing in line with company policies and procedures.
Key Responsibilities:
1. Provide a high quality of service to internal and external stakeholders
2. Understand and complete processes in accordance with guidelines
3. Use several IT systems to record information and complete tasks accurately
4. Meet and exceed agreed KPIs
5. Handle a high volume of telephone and email enquiries adhering to company standards
6. Manage your own caseload
7. Process external applications
Person Specification:
Candidates for this role will have strong customer service experience, ideally within an office environment; however, all areas of customer service will be considered. Previous experience within public sector, regulatory, or education environments would be ideal for this role, although not essential. Experience of meeting/exceeding KPIs and targets is essential. You will be highly personable and able to engage with customers on the phone in a friendly, empathetic, and professional manner. Candidates must demonstrate excellent written and verbal communication skills. You will be happy to take ownership of queries and problems, ensuring that these are followed through to resolution. Strong IT skills are a must, as is the ability to pick up new systems and procedures quickly.
This role is due to start on 6th January; therefore, you must be available to start on that date. Successful candidates are subject to a 3-year reference clearance and a Standard DBS check; thus, you must be able to provide a full reference history and up-to-date proofs of address/identification.
Job Benefits:
1. 28 days holiday increasing to 40.5 days after 12 weeks temping (inclusive of bank holidays)
2. Work/life balance
3. Additional income - Optional overtime once training period has been passed
4. Hybrid working with I.T equipment provided
5. Great career prospects within a well-established organisation
6. Fully paid on-the-job training by dedicated trainers
If you are interested and meet the above criteria, please apply or send your CV ASAP to (url removed). Alternatively, call the branch on (phone number removed) if you have any queries. Due to the high volume of CVs that we are currently receiving, we are unable to reply to each application. If you have not heard from us within 5 days, then unfortunately you have been unsuccessful on this occasion.
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