Call Centre Operator (4on 4off) 12 Month FTC

KBR, Inc.; Swindon; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in government solutions is seeking a Call Centre Operator for a 12-month contract in Swindon. The role involves managing customer inquiries, resolving issues, and ensuring high-quality service in a busy contact center. Candidates must have GCSE Maths and English and be eligible for security clearance. This position operates on a 4 on 4 off shift pattern with varied hours.

Qualifications

• Must possess GCSE Maths and English or equivalent.
• Eligible for security clearance.

Responsibilities

• Act as the initial contact for customer inquiries and record details.
• Coordinate customer service requests with the supply chain.
• Resolve queries and complaints with a first call resolution plan.
• Create accurate records for timely request resolution.
• Enhance customer perception of service.
• Take ownership of performance and seek improvement opportunities.
• Ensure high standards of customer service.
• Stay updated with team changes.
• Follow KBR's Zero Harm policy.

Skills

Customer service skills

Communication

Problem-solving

Education

GCSE Maths and English

Job description

Overview

Title: Call Centre Operator (4on 4off) 12 Month FTC

About KBR And The Project

KBR Government Solutions delivers unique, fast-paced and challenging projects throughout Europe, the Middle East and Africa – our clients include UK and overseas Governments with projects operating in defence, infrastructure, facilities management and construction sectors. The range of projects and programmes we work on are extremely diverse (varying from provision of “life support” services to the military to Portfolio, Programme & Project management to Consultancy services), resulting in a variety of work and a genuine claim that no two days are the same.

Your Role

Our busy contact centre has opportunities for an enthusiastic Helpdesk Operator to join us on a 4 on 4 off basis (this is 4 days on 4 days off and the shift patterns will rotate across mornings, afternoons and nights)

Under close supervision, you will be operating in the contact centre, answering calls in a timely fashion and according to guidelines. You will take action using basic knowledge of the company policy and processes to meet client needs.

Core Responsibilities And Duties

• To act as the initial point of contact for the customer, collating and recording all relevant details of requests, providing accurate and relevant information
• Responsible for the co-ordination of customer service requests to be sent out to the supply chain and chasing progression of work orders
• Responsible for resolving queries and complaints by applying a first call resolution plan to each call
• To create accurate data records containing all relevant information to enable requests to be resolved to time and to the standard required
• To enhance the customers perception of the service by exceeding their expectations and delivering solutions in a customer focused and a timely manner
• Takes ownership for own performance actively seeking opportunities to improve and develop
• Ensure the highest standard of customer service at all times
• To take action to keep up to date with changes across the team
• Comply and embrace KBR's Zero Harm policy to encourage safe and secure working environments

Qualifications

Essential:

• GCSE (or equivalent) Maths and English
• Hold, have held or eligible to apply for security clearance

We Deliver — Together.

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