Job Ref: 214577208

Date: 2021-09-03 15:26:23

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Working with one of the leading brands in parcel delivery, on a day to day basis you will use multiple IT systems to deal with customer telephone enquiries concerning all aspects of service delivery to full resolution, to meet customer expectations within terms and conditions and service level agreements. You'll be the part of our front-line team dedicated to providing a great experience during our busiest time of year.

35 hours per week (potential for overtime)

Hours between 08:00 – 18:00

Key Accountability

On a day to day basis, you will deal with enquiries and complaints concerning all aspects of service delivery through to full resolution
Deliver a professional telephone experience for our customers.
Ability to accurately input data in an efficient and timely manner.
Liaise with all operational units to be able to foster rapport and build relationships and to ensure enquiries are resolved
Ability to prioritise workloads and meet targets (KPIs)
To ensure customers receive regular call backs, and emails and are informed of outcomes of all investigations
Ability to use different computer systems to maintain management information and enquiry/claim details
Tenacity and confidence to see all enquiries through to full resolution
Actively engage in continuous improvement

Key Competencies

Always represent the Company in a professional and efficient manner
Excellent interpersonal, written and telephone skills
Attention to detail with accurate and timely data inputting skills essential
Questioning skills and data analysis
Excellent use of different computer systems including, Microsoft Office including word and excel is a necessity
Flexibility to cross skills across different teams
Flexibility to cover the desk opening hours
Customer Handling Skills to support often irate and difficult customers
Contribute effectively at One to Ones and Work Time Listening and Learning Sessions
Establish and maintain excellent working relationships with all customers – internal and external
Strong problem-solving skills with the ability to work under pressure and their own initiative to meet tight deadlines.
A willingness to accept responsibility and meet deadlines with the minimum of supervision.
A flexible approach to work and ability to work as part of a team across all areas within Customer Services with a genuine commitment to providing a quality service
Previous call centre experience would be useful- particularly in fast paced customer service environment.

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