Contact Centre Analyst

Morson International (Aerospace)
£9.62 p hour
02 Dec 2016
Job Sector
Customer Service
Contract Type
Full Time

An opportunity has arisen for a dynamic, highly motivated individual to join an expanding team of multi-skilled Contact Centre Analysts.

The Centralised Contact Centre Team deliver industry leading customer service to a diverse group of customers around the world, 24 hours a day, 365 days a year.

We are looking for someone both who works well and communicates effectively as part of a team, and equally is able to utilise problem solving skills and react independently when required.

The Centralised Contact Centre currently provides a service to contracts within our clients' business. Each of these internal customers generates their own individual requirements that need to be managed and prioritised accordingly.

To deliver these requirements, the Centralised Contact Centre operates using multiple bespoke software packages.

A successful candidate will have a strong working knowledge of IT, work well under pressure and will thrive on the complexities that this role has to offer. A commitment to delivering excellent customer service is essential.

The Centralised Contact Centre Team work on a rolling shift pattern in order to provide a continuous presence within the business.

Hours: 37 hours per week - candidates must be prepared to work some unsociable hours / hours outside of core - weekends and evenings to be expected, however there will be advance notice of schedules and it won't only be hours outside of 9-5.

Main Tasks:
Delivering excellent customer service throughout the customer journey

Processing work requests received by phone, e-mail or through online self-service portals

Analysing information and processing it in line with agreed procedures

Processing work in line with set Key Performance Indicators

Adapting to customer demands

Tracking work through to completion

Corresponding with engineers, site teams and suppliers

Ad-hoc administrative tasks

Ensure Company health, safety and environmental procedures are implemented and complied with at all times

Essential/Desirable criteria:

Customer service experience (essential)

Good understanding of Microsoft packages (including Word, Excel, Outlook) (essential)

Excellent verbal and written communication skills (essential)

Experience of working in a contact centre/call centre environment. (desirable)

Experience of working on MOD contracts (desirable)

Experience of Fleet Management or Logistics (desirable)

Experience of Facilities Management (desirable)

Experiencing in analysing complex information (desirable)

German Speaker (desirable)

French Speaker (desirable)

Skills and Experience:

Demonstrate the ability to work well under pressure

Demonstrates the ability to multi task and prioritise work loads

Demonstrates the ability to work well in a team

Demonstrates the ability to be self-sufficient and make independent decisions

Demonstrates the ability to build strong working relationships with stakeholders and customers

Demonstrates keen attention to detail

Respect people and value their diversity

Demonstrates active listening skills

Morson is acting as a recruitment business in relation to this vacancy.