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Customer Service Assistant

Job Title: Customer Service Assistant
Contract Type: Temporary
Location: Bury
Industry:
Salary: £8.83 per hour, Benefits: onsite free parking, subsidised canteen, ATM machine, break out rest areas with snack and drinks machines, television, game consoles, pool table and ping-pong table
Start Date: 2019-09-30
Reference: CAPBA1902v2
Contact Name: Capita Manchester
Contact Email: Joanna.Booth@bluearrow.co.uk
Job Published: September 17, 2019 18:01

Job Description

CAPBA1902v2  
Job Title: Customer Service Assistant
Location: Capita, Dumers lane, Bury, BL9 9QL
Pay Rate: £8.83 per hour Contract Term: Temporary until 31st December – Contract extension prospects are high Working Times: Rotational Shifts between 8:00am and 9:15pm (5 days out of 7) two weekends off, two weekends on.
Benefits:   
· Full paid training. 
· Competitive pay rate.
· Instant access to Blue Arrows online training portal.
· Instant access to online retail discounts.
· Annual Bonus. 

Urgently seeking applicants for multiple Customer Service jobs in Bury for inbound Customer Service Assistants. 

This is your last chance to enrol for the Bury assessment days on 18th and 20th September. If you are looking for a Customer Service job in Bury then register your interest now and secure your place. With 45 available positions we will be processing applications as a priority for those who are naturally people orientated, great at talking, enjoy helping and generally like to make a difference to someone’s day.

Your place of work will be in the BL9 area of Bury which is less than two miles from the centre. Bury is supported by great transport links so getting to work is easy, a bus stop is positioned outside and the Radcliffe Metro station is just over a mile away. There is a free multi-storey car park for staff located just opposite the Bury site. The workplace benefits from an onsite subsidised canteen serving hot, cold and Halal food, communal breakout areas featuring pool tables, games consoles, TV’s, and microwaves and open access prayer rooms.

The recruitment process starts with a criminality and financial probity check alongside an assessment day. The assessment day will consist of a call listening exercise, data entry and aptitude tests, but the entire process can take a couple of weeks as you will expect. It is important that customers know that the people handling calls, enquiries and administration duties can be trusted with sensitive and personal data and so the criminality and financial probity vetting process to ensure that candidates have a clear credit and criminal record is an important step. 

This temporary Customer Service Assistant job in the Mobile CARE department of a leading mobile network provider in Bury will see you processing inbound customer enquiries with a variety of responsibilities including; 
· Dealing with customer enquiries, manage and resolve customer complaints and enquiries.
· Processing orders and researching information via the in-house computer system.
· Provide customers with product and service information.
· Tracking deliveries, processing orders and handle billing enquires.
· Identify and escalate any priority issues and route calls to the appropriate resource.
· Document all call information and complete the call logs timely and accurately.
· Ensure a high level of customer care and attention to detail at all times.

You will be working to achievable targets with the main objective being to provide the very best in customer service and query resolution at all times.

You do not need any formal qualifications to work as a Customer Service Assistant, your natural people skills are much more important in a role like this so just a good knowledge of basic Microsoft Word, Excel and familiarity with using the internet, competent typing capabilities and an excellent telephone manner will make you a great fit for this position. 

A strong background in customer service, telephone support or call handling will be advantageous but if you're used to dealing with customers whether it is face-to-face or over the phone in any capacity then you have the potential to be an excellent addition to any Customer Service team. 

You will be given full classroom based training lasting 2-4 weeks, this training will usually take place Monday to Friday between 9:00am and 5:30pm. Following successful classroom training you will graduate into handling calls with modest targets and full support before progressing into the role fully on a rotational shift basis. 

Finding the right balance between your work and your lifestyle is really important but we know it is not always easy, that is why we want to draw special attention to the rotational shift pattern associated with this role. A rotational shift pattern will include a combination of mornings, afternoons, evenings, days and weekends on a 4-week rotational basis. The main thing to remember is that your shifts can fall anywhere between the hours of 8:00am and 9:15pm and you must be able to work any shift between these times. 

This award-winning mobile network provider is all about the customer and their experience, as a Which? Recommended provider for 8 years running, the business has gone from strength to strength launching into new services, markets and customer propositions. Being able to include a period of time working for this fantastic employer on your CV will be excellent for applications into a similar role with other employers but it may not be necessary, high performers will often find that they are invited to stay on extended contracts in the same or a similar role after the initial contract has expired.

Role Responsibilities

· Dealing with customer enquiries, manage and resolve customer complaints and enquiries.
· Processing orders and researching information via the in-house computer system.
· Provide customers with product and service information.
· Tracking deliveries, processing orders and handle billing enquires.
· Identify and escalate any priority issues and route calls to the appropriate resource.
· Document all call information and complete the call logs timely and accurately.
· Ensure a high level of customer care and attention to detail at all times.
· Complete telephony, digital and admin-based tasks to service mobile customer queries. 
· Take ownership of customer problems, solving them at first point of contact and escalate when required. 
· Build long lasting professional relationships with peers to clarify facts, exchange information and assist each other in resolving enquiries. 
· Identify and take ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
· Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.  
· Support the wider team to ensure that performance standards and business objectives are met. 
· Personally, contribute to an environment where colleagues want to work and where customers feel valued. 
· Carry out a range of processing tasks and handling of business customer calls ensuring relevant productivity and quality measures are achieved for customers in line with specified process and procedures. 
· Contribute to the completion of the team’s workload and where required verify and check the work of other colleagues.
 General Skills
· Excellent communication - oral and written. 
· Good technology skills: confidence in using Microsoft programs, typing and navigating the internet.
· Adaptable to change and willing to embrace new ideas. 
· Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.
· Positive and approachable manner.
· Motivated team player.
· Previous customer service, call handling or telephone support experience.
· Clear credit history and clear criminal record. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.