Call Handlers (Customer Services)

An exciting opportunity has arisen to join a leading utilities supplier as a Customer Advisor, our client is currently seeking a Contact Centre Call Handlers/Customer Advisers based in Hinckley, Leicester LE10 0NA. This is a full-time on going 37 hour week, contract paying £10.40 per hour = £2009.60 per annum pro rata.

The role is shift work, so it is important to know that your days will differ. An example

of this is 3 days starting at 07:00 and finishing at 15:30, another 3 days starting

at 14:30 and finishing at 23:00 with the following 3 days off. So, in short, 6 days on

and 3 Days off, and your shifts are published in advance and the opportunity to undertake additional hours.

We are currently recruiting for customer service representatives to join our fast paced

call centre, responding to incoming calls to the National Gas Emergency line,

providing a 24/7 service safeguarding life and property,

You will undertake a full training programme with ongoing support.

Duties and Activities:

Your day-to-day duties will include:

Handling customer interactions/triaging calls into the National Gas Emergencyservice

Creating and submitting accurate workorders to dispatch Engineers to GasEmergencies

3.Deliver quality work, concentrating on data accuracy and completion within a timely

manner

Contribute to the team delivery of excellent customer service, aim to understandthe customers' needs and the team impact to customer satisfaction.

Apply customer excellence techniques to handle all customer calls and provide afirst call resolution.

Work with others co-operatively and flexibly within a team to achieve the collectivegoal.

Maintain excellent working relationships with the business, and immediatecolleagues

Demonstrate knowledge of processes and activities where applicable
Participation in continuous improvement forums to ensure that we are constantlyimproving the level of service we provide

Provide support/knowledge first call resolution to enquiries and complaints
Providing written communication to customers in response to enquiries andcomplaints.

Liaison with internal and external stakeholders for customer resolution andensure any necessary feedback or learning is provided.

Skills and Experience:

Excellent listening, communication and customer service skills with a passion to go above and beyond, with confidence and capability to deal with varied situations.

Proficient in the use of office applications including Microsoft Office

Confident and capable of building and maintaining working relationships outside of team

Strong communicative skills both verbally and in written form, showing a good level of numeracy and verbal reasoning.

A strong team player who is capable of building and maintaining working

relationships inside and outside your team