Job Ref: 215151804

Date: 2021-11-12 16:06:49

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Contact Centre Advisor – Milton Keynes ( to start ASAP )
Salary £21-22k
Hours
7.30 to 16.30 or 11:30 to 20:30, rota that includes working every Saturday and Sunday where you'll get 2 days off in the week.
An excellent opportunity has arisen for a Contact Centre Advisor to join a leading company within the Maintenance and Facilities Management environment. The successful candidate will be at the start of the Customer’s journey using their excellent customer service skills to identify the customers’ requirements at their point of initial contact. Our advisors are pivotal in making it the best and easiest customer experience, exhibiting the company values at all times.
As an advisor you will work in an engaging environment supported by leaders who have your personal development at heart helping you become the best version of yourself, they work hard however in return we also strive to acknowledge and recognise their teams for going over and above in their day to day duties.
The ideal candidate must be able to deliver support via the telephone in the following key areas:
Support to Maintenance Contractors and Customers using a proprietary software system
The successful candidate will also be able to:
Deal with customer calls, managing their expectations and resolving any issues they report ensuring a right first-time resolution
Manage their own work flow and administrative tasks in line with client SLA’s
Maintain up to date records in the proprietary software system, enabling accurate management information to be available for reporting and accounting purposes.
Communicate both internally and externally with emphasis on a pro-active service delivery
To take ownership and responsibility for all enquiries presented to the Contact Centre, identifying customers’ needs and using appropriate questioning and listening skills to identify and offer appropriate solutions.
Ensure a seamless customer journey by providing accurate information and guidance to all customers and liaising with relevant departments.
To actively promote and act as an Ambassador for the services which our clients represent.
To ensure that all computerised systems are used effectively and efficiently to help process customer enquiries, accurately maintaining records ensuring all processes and DPA legislation is adhered to at all times.
To establish, develop and maintain great working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the performance standards and business objectives for the Contact Centre.
Be an active contributor and work collaboratively with key departments by providing insight and ideas on improving our Customer experience.
Take proactive steps to positively impact Contact Centre targets & measures.
With drive and passion, you will strive to meet department standards on a day to day basis with your customer always in mind.
To ensure a clear knowledge and understanding of team objectives and priorities
Key Experience, Knowledge & Skills:
Knowledge of office applications including Word and Excel
Strong verbal and written communication skills within a professional environment
2 years or more experience working in a customer service environment
Ability to read and understand technical documentation
Effective in ensuring the customer is at the forefront of all we do
Demonstrate a strong commitment to customer service in all activities
Demonstrate a desire to learn and succeed in a service environment
Excellent problem-solving skills
Excellent communication & Influencing skills
In the first instance please email your CV

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