Contact Centre Advisor

Karter Thomas Ltd; Yafforth; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

4-month contract

37 hours per week

Initial training period

Job summary

Karter Thomas is recruiting an experienced Contact Centre Advisor for a well-established public sector organisation. This is a 4-month fixed term contract with hybrid working after an initial training period.

You will handle a high volume of enquiries across multiple channels, delivering professional and empathetic service and aiming to resolve issues at first contact where possible.

Qualifications

• Experience in a contact centre or call centre environment.
• Proven ability to communicate clearly by phone and in writing.
• Proficient IT skills and capability to learn new systems quickly.
• Calm under pressure with a customer-focused approach.

Responsibilities

• Handle a high volume of customer enquiries across channels.
• Provide a professional, empathetic, customer-focused service.
• Resolve enquiries at first point of contact where possible.
• Record interactions accurately and update CRM systems.
• Liaise with internal teams and external organisations to resolve complex enquiries.
• Support customer satisfaction surveys and administrative tasks.

Skills

Contact centre experience

Strong telephone skills

Strong written communication

IT proficiency

Team collaboration

Job description

Karter Thomas is currently recruiting for an experienced Contact Centre Advisor on behalf of a well-established public sector organisation.

This is a 4-month fixed term contract offering hybrid working following an initial training period. The successful candidate will need to be available to start at short notice and be confident getting up to speed quickly within a busy customer contact environment.

Key responsibilities

• Handling a high volume of customer enquiries across multiple channels
• Providing a professional, empathetic and customer-focused service
• Resolving enquiries at the first point of contact wherever possible
• Dealing with enquiries relating to repairs, maintenance, rent, lettings, tenancy matters and complaints
• Accurately recording customer interactions and updating CRM systems
• Liaising with internal teams, contractors and external organisations to resolve more complex enquiries
• Responding effectively to complaints and customer dissatisfaction
• Managing several customer enquiries simultaneously while progressing each towards resolution
• Working towards customer service KPIs, call handling targets and service level agreements
• Undertaking customer satisfaction surveys and supporting general administration
• Maintaining accurate customer information and complying with data protection requirements

About you

We are looking for someone who can hit the ground running and provide a confident service following a relatively short induction and training period.

You will ideally have:

• Previous experience within a contact centre, call centre
• Strong telephone and written communication skills
• Experience dealing with customers professionally, including challenging or sensitive enquiries
• Strong IT skills and confidence learning new systems
• The ability to accurately record information while speaking with customers
• A calm and level-headed approach when working under pressure
• Strong relationship-building and interpersonal skills
• The ability to work collaboratively as part of a team
• A genuine commitment to delivering excellent customer service
• Previous housing or repairs experience would be advantageous, but candidates from other customer-focused sectors will also be considered

The offer

• Salary: £28,852.23 per annum
• Contract: 4-month fixed term contract
• Hours: 37 hours per week
• Working pattern: Rota covering 8am–6pm
• Hybrid: Typically 2 days in the office and 3 days working from home following training
• Start: Candidates should be available to start within approximately 1–2 weeks
• Additional office attendance will be required initially when training