Job Specification

The Role

• A passion for serving customers in a fast-paced environment
• Handle verbal and written customer enquiries across a range of channels
• Record outcomes and update systems with accurate information
• Ability to remain calm and make decisions in a challenging environment
• Shows empathy to deescalate difficult situations
• Target driven to achieve a range of KPIs
• Handle calls from a life critical Telecare Service (Ostara) and support dispatch processes in line with business needs  
• Contribute towards a positive, performance driven customer service culture
• Adhere to the organisations policies and procedures
• Support the organisations strategic goals
• Flexible on location to cover reception duties

The Person

• Can evidence excellent customer service, empathy and rapport building skills
• Able to remain calm and make decisions in a challenging environment
• Comfortable in a target driven contact centre environment
• Able to diffuse difficult situations and prevent complaints reaching escalation point
• Shows respect for people with different needs and back grounds
• Confidence to make decisions on potentially life critical calls
• Strong written skills to update various systems and serve customers via non-telephony channels
• Attention to detail to support CCTV monitoring services
• Able to represent the organisation professionally across a range of channels including reception
• Contact centre experience
• Reception experience
• Experience in an Omnichannel environment
• Embraced and experienced change within an organisation

The Benefits

• Great public sector client
• Long term temporary role
• Easy location to travel to
• Varied and interesting job role
• Great resources
• Great team culture
• Any support required is provided