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Call Centre - Inbound

Location: SWINDON, WILTSHIRE Salary: 16000 - 16000 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3145057
An exciting opportunity has arisen for experienced call handlers to join a business at a time of growth. You will have exceptional customer service skills and be able to deliver service excellence within a high compliant environment. 

Working on a commercial client contract you will be the first point of contact for the customer and will take ownership of the issue to ensure the SLA is adhered to and achieve first call resolution. You will be responsible for the co-ordination of customer service requests out to the supply chain and chasing progression of the work orders. 

You will ensure all incidents are reported and that all works are scheduled efficiently and completed within appropriate time frames. 

- To achieve call handling targets and standards at all times, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract
- Responsible for the co-ordination of all reactive services within remit, ensuring work is distributed to the supply chain in accordance with the agreed process.
- To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
- To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
- To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining records of own development and call observations.
· To take action to keep up to date with changes to the contract and sharing information learned within the team
· To handle and actively resolve any customer issues according to the Customer Complaints process.

Previous call handling and customer service experience. 
The ability to prioritise work and schedule accordingly. 
Strong communication skills and experience of managing relationships with third parties and external stakeholders.
Previous experience of scheduling works and monitoring progress would be beneficial.

Shift Patterns:
7.5 hours per day between 7.30am and 7pm (rotating shift patterns)
Weekday shifts only

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