Customer Contact Advisor – HALTED

We are currently recruiting for a Customer Contact Advisor in Bury.

Pay rate: £13.69 – £14.91 per hour.

Hours:  Office hours (Full time position).

Contract duration: Temporary ongoing.

Duties: 

• Resolve enquiries from the public/representatives by telephone, email, digital/social media, or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your specialist skills.
• Answer calls promptly and demonstrate good telephone manner presenting a professional image of the client.
• Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services.
• Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their wellbeing whilst exercising initiative and recording accurate information.
• Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.
• Maintain a professional approach using tact, sensitivity, and courtesy at all times, even in situations where confrontation arises.
• Have a comprehensive knowledge of numerous IT systems used within the contact centre. Navigate, interrogate, update, and maintain these systems to ensure enquiries are resolved efficiently with accurate information.
• Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.

Experience: 

• Working in a busy frontline contact centre for the public in a customer service related environment.
• The ability to take ownership and generate solutions to problems at first contact reducing the need for repeat contacts from customers.
• Using active listening and effective questioning skills and efficient decision making skills to successfully de-escalate potential complaints. Experience of working to standards and using your own initiative.
• Ability to follow complex processes/policies & business rules to answer customer enquiries.
• Proven experience of maintaining high personal standards of performance, working in a contact centre target driven environment whilst adhering to the customer care charter.
• Active listening and negotiation skills in a debt collection environment.
• Experience in using multiple computer systems quickly and effectively ensuring accuracy and attention to detail.
• The ability to multitask and flexibility to adapt to fast changing work environments.
• Developing productive working relationships with colleagues and team members and contributing to team objectives.

Apply online or contact Terri O’Keefe on 07879 585551. You can also email terri@peelsolutions.co.uk  for more information on this role.