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Senior Contact Centre Advisor

Location: TATTENHALL, CHESHIRE Salary: 22000 - 25000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 2 months ago Reference: 3110761
Are you looking for that next step up? If so I have the perfect opportunity for you !

On the road to progression!


I’m currently recruiting Senior Contact Centre Advisor’s on a permanent basis, this position would ideally suit candidates who have been within a contact centre environment for the last few years and are confident enough to support and mentoring my clients people in delivering brilliant performances whilst ensuring business targets are met and correct processes are followed.

If you have a talent for coaching, mentoring & motivating contact centre advisors I’d love to hear from you!

22k – plus 3k shift allowance! Due the location, it’s important that all candidates have their own form of transport

Please note this role is a 24/7 365 day a year service, so you’ll be working overnight 12-hour shifts on rotation, working 7 days in every 14. The working hours for this role include a shift allowance. Flexibility will be required as the team grows.



Handling inbound calls to/from customers following vehicle accident or breakdown
Delivery to target of all KPI’s
Handling inbound and outbound calls from/to customers following vehicle accident or breakdown
Accurate information gathering to book services for customers following vehicle accident or breakdown
Remaining remain calm whilst supporting customers in often stressful situations
Recognising potential for escalating situations, ensuring adherence to correct process for customers in vulnerable or potentially dangerous situations
Provide an exceptional level of customer service to both customers and internal/external stakeholders
Update call details onto our bespoke CRM system ensuring a high level of accuracy
Liaise with 3rd party service providers to ensure a positive customer outcome
Explain and sell the benefits of our services, handling customers’ objections successfully
Adhere to internal and external regulatory & compliance frameworks
Deputising for Team Leader during annual leave
Coaching and mentoring team members, conducting advisor health checks in Team Leader absence
Commitment to own development, seeks opportunities to advance own knowledge and leadership skills
Act as a mentor and team coach; answering questions and helping with team member problems as they arise
Quality and compliance; conducting call listening to identify breaches and coach on compliance, following business process for breeches as required
Recruitment & training; assist with hiring and training of new team members
Recruitment and training; assist with hiring and training of new team members as required
Any other duties as required to support the wider business


Essential

Enthusiastic and self-motivated individual who can work with a high degree of accuracy
Ability to empathise and calm customers in distress whilst gathering & processing information
Ability to work well under pressure
A desire to achieve and exceed business targets
Strong communication skills and the ability to explain detailed information clearly and concisely
Ability to work in a very busy environment and be flexible/adaptable to business needs
Good knowledge of MS Office; Word, Excel, Outlook.
Fluent in English (other languages, especially Spanish, would be beneficial but not essential)
Due to our location, it’s important that all candidates have their own form of transport

Benefits include
25 days holiday
Pension
Parking on site
All the help and support you need to develop a long and rewarding career
Commitment in your ongoing development with first-rate management training
Bonus scheme linked to performance
Generous shift allowance for 24/7 hours


To apply now please do so via the link below, or you can email me your CV direct to Maria.safina@reedglobal.com or Tel 01244 405100





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