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

KBR; Swindon; On-site; GBP 20,000 - 25,000; Full time

Job summary

A global government solutions provider located in Swindon is seeking a Call Centre Operator for a 12-month fixed-term contract. The successful candidate will work on a 4 on 4 off shift basis, engaging with customers to provide information and resolve queries efficiently. Essential qualifications include GCSE Maths and English, along with eligibility for security clearance. This role offers a dynamic environment with opportunities for personal development and adherence to safety policies.

Qualifications

• GCSE or equivalent in Maths and English.
• Eligibility for security clearance.

Responsibilities

• Act as the initial point of contact for the customer.
• Coordinate customer service requests.
• Resolve queries following a first call resolution plan.
• Create accurate data records for requests.
• Enhance customer perception of service.

Skills

Customer service skills

Strong communication

Problem-solving abilities

Education

GCSE Maths and English

Job description

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

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

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