Contact Centre Advisor / Call Handler

Recruiter
Titan Recruitment
Location
Wednesbury, West Midlands
Salary
£18,000 per annum
Posted
08 Aug 2019
Closes
23 Aug 2019
Ref
1228468872
Contract Type
Full Time
We are recruiting on behalf of our client who are a national company based in Wednesbury. Our client is one of the largest waste recycling companies in the UK and now have some exciting opportunities for 3 customer service advisers to join their busy office/contact centre.

You role will be based within a professional office and will involve working within small teams who manage particular contracts. You will need exceptional telephone skills and be comfortable working in a fast paced environment.

Candidate's will be required to undertake a basic Numeracy and Literacy assessment prior to being accepted for interview.

Please see detailed job spec below: if you feel you meet the below criteria, then please attach a CV

JOB TITLE - CUSTOMER SERVICE ADVISOR

This is a Customer facing, front line role in the Customer Services Team. To actively progress Customer Enquiries into a satisfactory service delivery, maintaining up to date and accurate information for customers, proactively supporting team to achieve customer excellence.

MAIN ACCOUNTABILITIES
  • Receives enquiries from internal and external Customers in a variety of manners, (predominately telephone and email).

• Progress enquiries End To End into a satisfactory service delivery in a transparent manner.
• Overcome any problems which prevent repeat business becoming a next day service and repeat business a three day service using established processes and systems in place.
• Recommend where process efficiencies can be implemented.
• Communicates effectively with people inside and outside the organisation (the Customer) and upholds the reputation of the Company.
• To liaise with other stakeholders in the business to maximise the Customer Satisfaction experience by communicating in an effective manner.
• Maintain regular review of department KPIs and report in a transparent manner to line manager, implementing necessary corrective actions in the event of variance.
• With regular and consistent application, contribute to the welfare of own team to achieve department goals and objectives.
• Actively contributes to the wider business elements of quality, cost, and delivery, Health, Safety and Environment with a continuous improvement mindset.
• To carry out any other such reasonable job related tasks as the company may require you to undertake.

Experience

Experience of a call centre or customer facing role and/or waste services industry

· 2-years
· Proven track record of working to clearly defined KPI's/Targets
· Proven track record of delivering continuous improvement within an service environment
· Implementation and evaluation of new processes and developments
· Development and implementation of data capture and recording systems
· Demonstrable knowledge of Environment Agency guidance.
· Knowledge of environmental compliance issues associated with waste classification, transport, packaging and labelling.
· Knowledge of recycling processes & outlets

Skills and Behaviours (inc.from Behavioural Framework)
  • Proficient in using Microsoft software and databases
  • · Ability to influence and persuade people
  • · Ability to deal with conflict and negotiate / manage the appropriate outcome.
  • · Good time management skills
  • · Organised with the ability to simplify complex issues
  • · Analytical; data driven decision making
  • · Able to communicate at all levels, both in verbal & written form.

General
  • Shows initiative, to decide appropriate actions to achieve necessary outcomes.
  • · Ability/willingness to work flexibly if required (e.g. sickness/holiday cover)
  • · Ability to consider wider business issues
  • · Ability to effectively manage and prioritise workload.

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