Customer service/call centre

Customer service representative
location: Newcastle
Pay rate: £14.84p/h inside IR35
Hours: between 9am-5pm Monday to Friday

Overview

Customer Services Representatives (CSRs) will work a 37 ½ hour week, covering 9am till 5pm (Monday - Friday) at the Newcastle (Cobalt) Contact Centre, and will report to a Team Leader. CSRs will handle all aspects of customer contacts via telephone and written correspondence and forms. They will be responsible for managing their own time, attendance and punctuality and for ensuring they are familiar with the current Policies/Procedures, processing rules and navigation of the various systems deployed. CSRs contribute to the delivery of contractual obligations to end client, including the achievement of Service Levels. CSRs are supported in their role by Team Leaders, and will be expected to convey a professional image of the Contact Centre to both internal and external customers and suppliers. CSRs are expected to act with integrity at all times and command the respect of their peers and customers, contributing to the creation of a successful business environment.

Responsibilities

• To act as the first point of contact for account holders via telephone, written correspondence and forms
• To guide account holders accurately and professionally through business processes enhancing the customer experience
• Investigation work to reunite customers with their funds
• Adhere to and be familiar with Policies/Procedures, processing rules and POca systems
• To cross-train in all business areas so that cover can be provided for other Contact Centre staff as required
• Adhere to agreed call/written quality standards
• To follow the administration policies and procedures with a common sense approach

Skills required

• Previous experience of working in a Contact Centre (desirable 1-2 years however not essential as full training will be provide)
• Previous Back Office experience including letter writing (desirable 1-2 years however not essential as full training will be provide)
• Previous input capture experience, prepping mail, scanning documentation (desirable 1-2 years however not essential as full training will be provide)
• Excellent telephone manner (essential)
• Ability to work on your own and as part of small team (essential)
• Desire to go the extra mile for the customers and enhance their customer journey (essential)

If you have the skill set, apply now