Contact Centre Agent - Caravan and Motorhome Club : Job Details

Here at the Caravan and Motorhome Club, we are now looking for a Contact Centre Agent to promote and sell a range of Club services and products, handle member and non-member enquiries and resolve complaints to the required standards.

Providing an excellent customer service in relation to all product areas via Inbound calls, outbound calls, e-mail, Webchat and/or social media, you’ll promote and sell to members all the Clubs services relating to Membership, Insurance, Travel and UK Sites ensuring compliance with all standards. In conjunction with business requirements, you’ll undergo training and comply with current and ongoing FCA regulatory requirements and undertake, as required, additional learning activity to develop product knowledge across the full range of products to meet operational requirements.

Providing a high-level customer advice and information service to our members and potential members, you’ll process and escalate calls as necessary to ensure first time resolution wherever possible, you’ll support and assist colleagues through sharing of knowledge and experience in a "Buddy" environment to ensure a quality service to our Members is maintained and take ownership of own personal development, maintaining an up to date knowledge of products, services, systems and procedures necessary to carry out the role.

We’d like you to….

• Have previous experience of customer service/care within a busy Call/Contact Centre environment.
• Have excellent verbal and written communication skills.
• Be a team player and a good listener.
• Be able to demonstrate a confident, empathetic approach to customer service including investigation, negotiation and product promotion via a variety of channels.
• Demonstrate strong integrity
• Be willing to keep learning, able to adapt to new systems/change/procedures as required.

Additional info

The role is for 35 hours per week. Monday to Friday, 8:45-17:30 (September - February) and Monday to Friday, 8:45 - 18:00 (March - August). Four Saturdays a year. This includes a 1-hour unpaid lunch break and 2 x 15-minute breaks.

Ideally, you will be able to work effectively from both home and our East Grinstead office location as required, although the majority of the working time will be office based.

We are looking at a start date of January/February. Due to the training programme should you be successful at the interview stage, we would request that you do not book annual leave during your first 6 weeks of employment.

Due to FCA regulations candidates will need to provide relevant information to complete an Adverse Financial Check and Basic Criminal Records Check and these will be undertaken via Experian through a secure portal.

About us

At the Caravan and Motorhome Club, we aim to share our passion for enjoying the great outdoors by providing an unrivalled choice of quality places to stay, at locations world-wide. We provide over one million members with access to nearly 3,000 locations in the UK and Europe, as well as giving them access to our vast knowledge and expertise in how to make the most of caravanning as a leisure pastime.

In return, we can offer you a competitive salary, 25 days holiday, a generous contributory pension scheme, private medical insurance, discounts at a number of retailers and discounts on club products.

The Caravan and Motorhome Club is committed to employing a diverse workforce. All applications are treated equally and we recruit purely on the basis of skills and experience. We know our greatest strength is our people, so differences are celebrated, and we strive to create an environment where colleagues feel respected and valued for their unique potential.