Call Centre Agent

Job Title: Call Centre Agent
Contract Type: Temporary
Location: Warwick
Salary: £10 - £12 per hour
Start Date: 2018-02-12
Reference: 149100190
Contact Name: Charlotte Parsons
Contact Email:
Job Published: January 22, 2018 10:12

Job Description

A fantastic opportunity is available for a Call Centre Agent at a large utility company in Warwick, we are looking for employees to join our expanding team who show commitment and dedication to providing an excellent service to customers as well as being tenacious and methodical at all times.

Experience and Technical know How Required:

Methodical, tenacious and customer focused

Able to demonstrate an understanding of Customer Service delivery, including experience of working within Customer Services environment and working to and achieving targets

Excellent attention to detail.

Ability to consistently work towards set objectives and tight deadlines.

Excellent communication skills both verbal and written to ensure that successful relationships are established and maintained with internal parties.

Ability to work in a high pressure environment where there are high volumes of incoming calls

Data input skills - speed and accuracy

Logical thinking with the ability to resolve problems quickly and effectively.

Computer literate, with basic understanding of MS Office packages.

A flexible and adaptable approach to the changing needs of the business' health and Safety obligations

Ability to work alone and as part of a team, in a dynamic environment

Self motivated and driven for own personal development

Ability to use own initiative and work independently

Experience of using CRM systems is desirable
Ability to embrace new challenges and drive themselves forward to develop their career prospects

Sound communication skills

Follows the correct course of action to ensure our customers are safe whilst excellent customer service levels are maintained

Key Tasks:

Receive and process health and safety related incidents via phone and email from internal customers.

To record incidents in the Incident Management database in line with INV1 and HSE requirements

As a skilled customer agent engage with the caller to ensure accurate interpretation, transcription and input of incident details into databases.

Highlight any significant incidents to the Team Supervisor and the Safety, Security and Resilience.

Under take all work to agreed SLAs and KPIs

Contribute to continuous improvement of existing processes

Support the development of team skills through coaching and training less experienced staff in procedures and systems.

Attend and participate in team meetings

Additional Information:

Please consider it is a mandatory requirement to undergo a Basic Scotland Disclosure Check to be considered for work assignments.