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Contact Centre Advisor

Posted 12 days ago by Pertemps
Location Houghton le Spring Job Type Temporary
Salary £8.52 - £9.10 per hour Sector Call Centre & Customer Service
CUSTOMER ADVISORS
Rolling contract starting 21st October 2019
Based in Penshaw, between £8.52 and £9.10 per hour
Hours between 6 a.m. and 8 p.m. (37 hours per week)

Our client is Northern Powergrid, based in Penshaw. Their vision is to be the best energy company in serving their customers whilst delivering sustainable energy solutions. They are looking for Contact Centre Advisors to be part of their busy and fast based 24/7/365 Contact Centre.
To succeed in this role you must have the passion and drive to deliver a 10/10 conversation with their customers, in line with their Quality Framework. When their employees do a great job, they like to celebrate success.
You will be working on shift patterns between Monday and Sunday, 6am - 8pm equating to 37 hours per week, over 5 days.
With time your knowledge and experience will be developed thanks to the on-going coaching they provide. There may be an opportunity to move to a 24 hour shift role - this attracts a generous 27% shift allowance taking the hourly rate to between £10.82 and £11.56 per hour.
Experience and skills required to be successful:
Strong customer service skills are essential. You must be confident in handling a wide range of incoming and outgoing calls with their customers. Experience of working in a customer service environment is essential; this doesn't necessarily mean you've worked in a Contact Centre before.
Key Responsibilities:
" Deliver a 10/10 customer experience in line with the company's Quality Framework;
" Act as the primary point of contact to their customers providing advice and guidance through a variety of channels; primarily telephone (including IVR), but also including email, SMS text and social media;
" Take ownership of all contacts, including enquiries and complaints, and use initiative to develop practical solutions to resolve the situation;
" Input quality and accurate information into core IT systems, enabling operational colleagues to respond to the needs of the customer fully informed and in a timely fashion;
" Liaise with internal departments and external companies to ensure a seamless and consistent service for our customers; and
" Work with the mentality that health and safety is paramount for both our internal and external customers.
Skills
" The ability to deliver excellent customer service;
" IT literate, especially with Microsoft Word and Excel;
" Good organisational skills;
" Ability to work to strict deadlines; and
" Flexible, with the ability to work in a highly reactive environment.

This really is an excellent opportunity. The company offer a thorough four week induction to give you the opportunity to shine. After that you receive continual coaching and development. There's close to 100 people in the team and you will be made to feel very welcome by all of them in their modern airy office. There's good public transport nearby and also free onsite parking on a first come first served basis.