Inbound Contact Centre – Team Member

Role Insight

You’ll be supporting our customer’s end consumer in providing order related assistance. You’ll be advising and problem solving with diligence and compassion in resolving related queries You will collate contact information through multiple channels (phone, web email live chat and social media). In delivering a best-in-class service experience you will consistently demonstrate a professional approach, underpinned by robust business processes.

Person Specification

The role holder will naturally align to our 5 core values of Flexibility, Integrity, Responsibility, Safety and Team. The external facing role demands the right attitude, dedication, and commitment to great customer service in a calm and reassuring manner and with outstanding written and verbal communications skills. 

Key Responsibilities and Duties

The role is varied and the duties below are not exhaustive.

• Ensure high quality responses to phone, live chat, email, and social media contacts
• Assessing the relevance and nature of each contact and deal with it as appropriate
• Accurately record consumer information and complaint details
• Meet and exceed business, written & quality, and efficiency KPI’s
• Problem solving on case-by-case basis
• Identify and drive continuous improvement initiatives
• Complete any other ad hoc requests that are in line with your skill and capability.
• Monthly internal reporting on relevant KPI’s / trends

Education and experience

• Hold a minimum 2 years’ experience in a contact centre / customer service advisor role
• Previous use of CRM systems

Skills and Knowledge

• Good interpersonal and communication skills (both verbal and written).
• Good relationship building skills
• Ability to work under own initiative, and self-motivated
• High level of competence in use of Microsoft Office products
• Excellent verbal and written communication skills
• Effective conflict resolution skills and experience of handling consumer complaints
• Must be comfortable working towards challenging quality targets
• Ability to build and expand on sector knowledge
• Team Player – Strong interpersonal and communication skills within a small team
• Flexibility and ability to act on own initiative

Next Steps

If you believe you have the experience, skills, and drive we require, please send us your CV for your chance to join us on our amazing adventure in MAKING SHIP HAPPEN!

Please note due to the large volume of applications we receive for these roles, if we have not contacted you within 21 days then, unfortunately, your application hasn’t been successful, however, we may contact you regarding other roles and we wish you all the best in your job search.

Job Types: Full-time, Permanent

Salary: £10.67-£11.42 per hour

Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Employee stock purchase plan
• Free parking
• Health & wellbeing programme
• On-site parking
• Private dental insurance
• Private medical insurance

Schedule:

• Monday to Friday

Experience:

• customer service: 1 year (preferred)