Job Description

Contact Centre Operative

Job description

These roles are based in a telephony based Contact Centre. As a Customer Contact Officer you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider operational network. These activities will primarily be via telephone, however could also be via e-mail or letter.

Our Customer Service Management Team is located in Southport and operates 8:00am - 8:00pm Monday - Friday; 9:00am - 5:30pm on Saturdays.

A variety of shifts are in force to cover our opening hours. We currently have vacancies for 2 different contract types:

Day shifts are as follows: Early (7.45am to 3.45pm), Mid (9.45am to 5.45pm), Late (12pm to 8pm). Full time staff will work 37 hours per week Monday to Friday, with a 36 minute lunch break.

You will also be expected to work a minimum of 1:3 Saturdays, and when you do so you will receive a day off in lieu in the preceding week.

Responsibilities

• To resolve incoming telephone and e-mail enquiries relating to applications and Certificate orders, within the established Service Level Agreement timescales.
  * To provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers, to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registrations.
  * To provide a comprehensive response to customer complaints ensuring identification of lessons learned.
  * To develop and maintain knowledge of legislation, policy, procedure and security guidelines.
  * To provide timely and excellent customer service.
  * To maintain security and confidentiality at all times and adhere to staff policies and procedures.
  * To take responsibility for own performance and personal development.
  * To role model values and behaviours and to actively engage with other team members to deliver World Class customer service and a Great Place To Work.
  
  Note: An employee may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.
  
  Essential Criteria:
  
  * Ability to meet customer service targets and deadlines;
• 
  Excellent written and oral communication skills, with a wide range of diverse customers;
• 
  Ability to handle difficult situations;
• 
  Experience of working within a customer facing environment and promoting good customer service and communication;
  
  Desirable Criteria:
  
  * Previous experience of working in a telephony based Customer Service/Contact Centre or front facing Customer Service environment.

* Experience of complaint resolution.