Call Centre Agent
Nottingham
The primary purpose of the role is to deliver service excellent for both the company and its customers by working in our Customer Contact team.
Hours/Shift Pattern
8.00am-5pm, 9.00am-6pm and 11.00am-8pm
If you opt for a 30 min lunch you would start 30 mins later unless on an early shift
Benefits:
Uncapped monthly commission.
Option of 30min or 60 min lunch agreed when you start
Life Insurance
Pension Contributions of 3% after 3 months
5 weeks holiday (they also have Xmas shut down)
This is a key customer facing role predominantly telephony based helping to assist our clients and their customers find the right solution to manage their outstanding utility bills and arrears. You will also assist our agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls.
The role is located in our clients Nottingham office and involves working with a growing team that works across a range of working times to deliver the full range of services we provide.
In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.
Key Responsibilities and Duties
Complete team workloads including but not limited to the following:
Answer incoming calls from clients’ customers to discuss the customers debt.
Answer incoming call to assist our field agents in dealing with our clients’ customers.
Assist our clients’ customers with their general queries.
Make outbound calls to our client’s customers to attempt to establish contact, discuss the outstanding debt and try to establish a payment plan or full repayment.
Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.
Skills and Experience
Essential:
Minimum 18 months previous experience working in a call centre/customer contact centre
Organised and can accurately follow protocols to deliver a high and consistence service.
Solid numeracy and literacy skills
Able to work in a team environment and be able to multitask.
Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
Proven track record of achieving targets and / or Key Performance Indicators
You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check