Hours of Work

3 x 8 hour shifts per week on a rota basis

(weekday evenings from 3.30pm - 11.30pm)

(Sat, Sun and Bank Holidays early shift 7.30am - 3.30pm)

(Sat, Sun and Bank Holidays late shift 3.30pm - 11.30pm)

1 weekend off in every 3.

Hours per Week

24 hours

Days of Work

Shift pattern

is there OVERTIME?

(OVERTIME CAN ONLY BE WORKED IF MANAGER HAS GIVEN APPROVAL)

Require flexibility to work additional shifts during adverse weather conditions or emergency situations

Main Duties / Purpose Of Job within Dept

The Customer Service Agent will report to Contact Centre Shift Leader. The key purpose of this role is to deal efficiently and accurately with a wide range of customer enquiries, primarily via call handling but also though other offline channels such as email, Twitter, Facebook and Web based chat.

The job role involves:

Ability to manage customer contacts by phone, social media and email.

Carry out administration and other related duties as required during times of low call activity

Provide a call handling service in line with current customer service guidelines

Record fault and emergency customer enquires.

Ensure hazard and other escalated calls are directed to the Shift Leader in real time.

Ensure effective communications with other internal departments

Have ability to respond during escalations and times of staffing issues.

Main Qualifications / Experience SOUGHT

Essential Criteria:-

Grade C or above in GCSE English and Maths or relevant experience

Strong customer focus

Excellent attention to detail

Good decision making and problem solving skills

Experience in managing difficult customers and resolving customer complaints

Working knowledge of MS Office, email and internet

Desirable Criteria:-

Previous call handling experience

Previous experience of customer interaction via various Social Media channels.

All interested candidates please send your CV to naomi.mccurrie@stafflinerecruit.com or via the link provided.