Customer Service Advisor / Contact Centre Agent / Full Training - AWD online : Job Details

Customer Service Advisor / Contact Centre Agent who has experience of delivering exceptional customer service with excellent interpersonal and communication skills, and who is able to remain calm and empathetic under pressure, is required to join a housing association based in Ealing, West London.

NO PREVIOUS EXPERIENCE REQUIRED - FULL TRAINING PROVIDED

All levels of experience considered (see below for extra details)

SALARY: £30,000 per annum+ Generous Benefits (see below)

LOCATION: Ealing, West London(W5) - 100% Office Based

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 hours per week, Monday to Friday

4 different shift patterns on a rota basis, with start times between 8:30am - 9:30am and finish times between 4:30pm - 5:30pm

** Multiple Jobs Available **

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor / Contact Centre Agentwho has experience of delivering exceptional customer service with excellent interpersonal and communication skills, and who is able to remain calm and empathetic under pressure.

Working as the Customer Service Advisor / Contact Centre Agent you will be first point of contact for the organisation’s customers, supporting them with a range of queries such as making payments, booking appointments and repair issues. No two days are ever the same working in this busy and fast paced call centre, ad your role will be pivotal in ensuring customers receive a first-class experience every time they reach out.

As the Customer Service Advisor / Contact Centre Agent you will be responsible for managing and resolving each query with a dedicated and positive attitude, putting people first by working for a company with a social purpose to make lives better.

What if I don’t have previous contact centre experience?

Fear not! Some of the organisation’s best team members Contact Centre joined them from completely different industries! Whether you’ve worked as a Teaching Assistant, Bus Driver, Retail Assistant, or in any other customer-focused role, your skills are valuable. If you have a natural ability to communicate, a commitment to great service, and a desire to help people, you will be provided with the training and support needed to succeed.

DUTIES

Your duties as a Customer Service Advisor / Contact Centre Agent will include:

• Handling inbound calls from residents and providing a friendly, responsive, and solution-focused experience

• Managing customer queries, concerns, and complaints with a positive and proactive approach

• Accurately recording customer interactions across multiple systems to ensure up-to-date information

• Responding to email queries in a timely and professional manner

• Booking and managing repair and maintenance appointments in collaboration with internal teams and external partners

• Delivering clear and effective communication that meets the diverse needs of customers

• Working towards individual and team performance targets in line with service level agreements

CANDIDATE REQUIREMENTS

You don’t need previous contact centre experience to thrive in this role - but you do need:

• A passion for delivering excellent customer service, whether gained in retail, hospitality, teaching, transport, or another customer-facing role

• Strong communication skills, both verbal and written

• A problem-solving mindset, with the ability to remain calm and empathetic under pressure

• Good level of IT skills and in using CRM software. Confident in learning new digital systems or software. They use Microsoft Dynamics, and other relevant tools

• The ability to multitask, updating systems while engaging with customers

• A proactive attitude and a commitment to finding the best solutions for every customer

• The ability to work towards and achieve targets

• GCSEs (or equivalent) in Maths and English (Grades A*-C)

INTERVIEW PROCESS

You will be contacted by a member of the recruitment or contact centre team to discuss your application further.

The organisation is recruiting for up to 6 new colleagues to join the busy teams in Ealing, London. With this in mind, they plan to invite people into the office in Ealing for interviews in late February and early March.

ONBOARDING AND TRAINING

A great start is vitally important, so a comprehensive training programme will be provided to ensure you feel confident in your role. You’ll learn everything from using systems and working with colleagues, to understanding customers’ needs and delivering excellent service every step of the way.

BENEFITS

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development
• Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
• Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13088

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