Homeworking until return to Newport Office. Must therefore have home broadband with minimum speed of 5mbps
Working in the fast paced Customer Hub you will be the first point of contact for calls coming from Applicants and Vacancy Managers discussing recruitment campaigns for the Police Service and Central Government. You will provide information from the internal database such as "How do I book an interview" or "What documents should I upload." You will also be liaising with specialist recruitment teams to handle more complex resourcing and recruitment casework queries.
If you have a passion for delivering customer service excellence, work well in a fast paced environment and a resilient personality you will fit in with us - full training will be provided and there are good opportunities to progress within our growing organisation.
Answer all incoming/outgoing calls in line with current service level agreements
Respond to all emails and internal service requests in line with current service level agreements.
Use the internal system to provide an accurate and timely response, or escalate queries where applicable.
Be customer focused at all times ensuring that excellent customer service is provided on all calls.
Highlight any improvement opportunities.
Be a part of process and service improvements whether through suggestion or implementation.
Work as part of a strong team to deliver results during peak times where calls are peaking.
Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.
Flexibility with shift patterns which range from 0700 starts to 2000 finishes. Core hours are between 0800 - 1800, Monday to Friday however we run the service 365 days a year so you may be requested to work weekends, bank holidays or evening shifts until 8pm on weekdays. This will always be done on a preference system where possible and appropriate notice of shift changes would be given.
Work with honesty and integrity.
Skills & Qualifications
Skills, knowledge & experience:
Essential - Customer service experience
Desirable - Computer literacy & keyboard skills
Desirable - contact centre environment
Willingness to learn new systems & cross train for multiple clients
A positive attitude & a desire to help customers
Being able to work on own initiative & as part of a successful team to succeed on a daily basis.
A full SC Clearance will be required for this role.