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Call Centre Agent

A blue chip private sector organisation who provides a wide range of services to public and private sector is seeking a Call Centre Agents to join their expanding busy team on a full time permanent basis in Belfast. You will be joining a truly global group, who as a combined business, employ c70, 000 people and turnover in excess of 5 Billion.

The Role:

To provide a high quality advice service by telephone to new and existing claimants of Personal Independent Payments (PIP) who are looking to place a new claims or are already receiving the allowances and are at the point of renewing their benefit. Work within a team and be responsible for resolving both simple and complex issues for a whole range of customers as well as completing back office administrative tasks.

Key accountabilities:.

Your role will be to support and assist in the management of the workload of the operational staff to ensure that business achieved its utilisation and KPI Targets.

You will need strong outbound customer service skills, the ability to use computer systems that will need updates and assist in its accurate maintenance on an on-going basis; inputting resource information in a timely and accurate manner and communicating that by phone to individuals (either internal or external) who are remotely based.

Your time management and organisation will be' top notch', You will be working as part of a team and you need to be prepared to assist others as required in times of backlog within other in/outbound calls and other duties.

37.5 hours per week Monday to Friday between 8am & 8pm.

Duties include

* Outbound calls for cancellations

* Outbound calls for booking of appointments

* Outbound calls for confirmation of appointments

* Inbound calls from colleagues with availability requests

* General administration duties

* Data entry onto the CRM system

* Checking information on CRM & PIPCS system

* Dealing with any special requests or amendments for claimants & colleagues

* Route mapping locations for appointments

* Diary management

* Booking Interpreters for claimants when required

* Working to daily & weekly targets

The Applicant

Essential Skills, Knowledge and Behaviours

* Good Listening skills - able to understand customers problems;

* Ability to question the customer effectively to understand their needs;

* Clear and concise explanations to the customer;

* Polite and attentive telephone manner;

* Assertiveness that achieves a win/win situation;

* Good verbal and written communications;

* Good Time Management;

* Computer literate & have accurate keyboard skills;

* Flexible approach to work and problem solving;

* Have empathy with distressed and upset callers;

* Be adaptable to change in a constantly shifting environment

Desirable Experience

* Previous contact centre experience

* Customer services experience in a targeted environment

* Excellent communication skills

* Good interpersonal skills

* Confident, self- starter

* Ability to work under pressure

* Organisational skills, time management

The Business

A blue chip private sector organisation who provide a wide range of services to public and private sector organisations. As a combined business they employ c70, 000 people and turnover in excess of 5 Billion.

The Package

A basic salary of 15K per annum + 23 days paid holidays (plus 8 statutory holidays), Life Assurance and Company pension.. we would need your CV sent in - by the next 48 hours as Managers are reviewing CVs now

Why Apply

You will be working for a progressive and cutting-edge employer with exceptional standards who offer fantastic career development opportunities. There is more than one opportunity ! to join this busy team !

Apply now for the opportunity to make a real difference to the customer experience for this blue chip business


Vacancy Summary

Salary
15,000 + Excellent benefts
Location
Birmingham
Job Type
Permanent
Start Date
ASAP
Ref No
308990-JLMOUTBOUNDMIDLANDS
Date Advertised
10 Jan 2017


Apply Now

Please Note

There is no need to provide bank account details or payment to any person or organisation when applying for a job.

If you have any concerns about this job then please report it to our Customer Service team.

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Brookwood Recruitment Limited
Justine Marjoram

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