Contact Centre Advisor
Location: Glasgow (hybrid 2 days office/3 days home after successfully completing training period - 8 weeks)
Contract: Permanent, Full Time (35 hours per week)
Salary: £24,945.00 (salary increases after probationary period (4 months) + again up to £26,724 after 1 year service) + great benefits
Shift patterns between 8am - 6pm Monday to Friday
Start Date: 20th July
This is an exciting opportunity for an experienced Contact Centre Advisor to join my Glasgow based client.
Do you have experience working in a contact centre team who speak to existing customers?
Are you organised and can work to deadlines?
Are you naturally inquisitive and enjoy investigating?
Role Responsibilities of the Contact Centre Advisor
Manage Customer expectations and develop relationships with key stakeholders
Talking to customers about their contract and getting an understanding of next steps
Manage and coordinate customer interaction, in line with agreed processes and SLAs.
Effectively manage the customer experience to ensure that issues are resolved efficiently.
Promote the brand at all times by providing a customer centric experience.
Escalate complex issues and queries to Manager.
Liaise with and act as a central point of contact for customers and internal teams to achieve departmental KPIs and SLAs.
Maintain the consistency and accuracy of all data input into department databases.
Build knowledge of customers.
Prepare and produce management information as required.
Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.Key Skills and Experience for this Senior Customer Service Advisor
Previous experience of using company systems
Previous experience of working with customer facing teams or in a customer services environment
Demonstrable specialised knowledge/skills in a customer contact area
Ability to plan and prioritise multiple activities
Is aware of the commercial impact of own decisions/actions
Good problem-solving skills with experience of resolving complex problems
Experience in customer services excellence, with a clear focus on providing excellent customer service to clients and stakeholders
Experience in working collaboratively with internal and external teamsThe role also includes some great benefits:
4 x Salary Life Insurance
Pension Scheme up to 8% employer contribution
33 days holiday which includes bank holidays
Day off for birthday
24/7 GP Access
BUPA Private healthcare for the employee and their immediate family
BUPA Wellbeing Cash Plan
Voluntary Dental Plans
Cycle to work scheme
Rental Deposit Loan Scheme
Tea, coffee and fruit in the office
Modern working environment with flexible working arrangements
Events, summer barbeques, Christmas parties, regular pizza lunches etc
Reward Gateway discount schemePlease follow the link to apply for this Contact Centre Advisor role based in Glasgow.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database
