Job Ref: 215720772

Date: 2022-02-02 18:08:32

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Role: Customer Care Agent

Salary £19,000

Location: Milton Keynes Start: ASAP

We are delighted to present an opportunity for an empathetic and professional Customer Care Agent to join our delightful client in Milton Keynes. This role will be based remotely in the first instance, but candidates must be prepared to migrate back into the Milton Keynes office in due course.

The purpose of this role is to uphold quality of life services through the excellent customer care of internal and external stakeholders and duties will include:

▪ To take ownership of stakeholder issues and be the single point of contact for all enquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made ▪ Be proactive in the continuous improvement of all processes and procedures ▪ Maintaining a fair and appropriate manner in all communications ▪ Telephone complaint conduct, remaining focused and calm ▪ To understand and adhere to all product processes and procedures ▪ Identify opportunities for improvement and provide feedback on the effectiveness of the customer care processes ▪ Undertake and respond promptly to direct contact from stakeholders by telephone and electronic communication within customer care service level agreements ▪ Process orders; forms; applications and requests ▪ Ensure relevant information is recorded accurately ▪ Manage workload to meet customer care timeframes ▪ Communicate effectively and maintain good working relationships with internal departments ▪ Support team members to foster a sense of accountability ▪ Uphold a consistent approach to customer care ▪ Identify and escalate suspicious activity on pre-paid card products and voucher redemption

As an advocate for our business, you will need to demonstrate the following attributes:

Knowledge ▪ Develop and maintain good knowledge of all products and services

People ▪ Be a role model for peers ▪ Develop and maintain good relationships with all other areas of the business and external suppliers

Service ▪ Achieve a resolution at first point of contact at every opportunity ▪ Maintain service level agreements ▪ Minimise escalation ▪ Add value to quality of life service through customer care ▪ Represent the company and present a professional image at all times ▪ Help to ensure that the company remains best in class ▪ To understand and comply with policies and procedures

The right candidate for the role will be customer focused and possess the following skills:

▪ Good working knowledge of the Microsoft Office suite ▪ Good problem solving skills ▪ Confident to highlight issues and suggest ways of improvement ▪ Good attention to detail, particularly with grammar, spelling, tone of voice and finances ▪ Organised and methodical ▪ Ability to work independently ▪ Team player with a positive attitude ▪ Ability to communicate well at all levels ▪ Keen to develop

If you would like to find out more or register interest in this position, please do get in touch with us today

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