Contact Centre Consultant

Konecta; Ringwood; On-site; GBP 12,000 - 17,000; Part time

Job summary

Konecta is seeking a Contact Centre Consultant to respond to emails, answer calls and address customer queries across phone, email, social media and live chat. You will contribute to delivering an outstanding customer experience by staying responsive and professional, with opportunities to progress as skills grow.

Flexible hours include weekdays with part-time commitments, and the role offers training and ongoing development within a supportive team.

Qualifications

• Confident with IT systems; basic Excel and Word helpful.
• Previous customer service experience beneficial but not essential.
• Excellent telephone manner.
• Excellent numeracy and literacy.
• Good analytical, decision making and problem solving abilities.
• Previous call centre/back office experience desirable.

Responsibilities

• Respond to emails and answer calls, handling customer queries on our system.
• Communicate directly with customers by phone, email, social media and live web chat.
• Provide a fantastic customer experience by replying quickly and professionally.

Skills

IT systems confidence

Excel

Word

Excellent telephone manner

Numeracy and literacy

Analytical, decision making

Call centre experience (desirable)

Job description

MISSION OF THE ROLE

Konecta works as an outsourcer for a number of partworks clients who specialise in providing a variety of magazine collection subscriptions to its customers. We cover an exciting range of magazine collections such as comic heroes, crafts & cooking, technology, kids, sci-fi fantasy, model making, sports and military history. The Contact Centre Consultant will be responsible for responding to emails, answering calls, dealing with customer queries on our system. You will be communicating directly with customers on the phone, by email, social media and live web chat. The purpose of the job is to provide a fantastic customer experience by always responding quickly and professionally.

RESPONSIBILITIES

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Growth and development are encouraged and supported and over time will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.

REQUIREMENTS

• Confident with IT systems, basic knowledge of Excel and Word is beneficial
• Previous customer service experience beneficial but not essential
• Excellent telephone manner
• Excellent numeracy and literacy
• Good analytical, decision making and problem solving abilities
• Previous call centre/back office experience (desirable)

Operational Days and Hours

Flexible hours - Monday to Friday between 7 am to 8 pm. Requirements can be discussed on application. Saturday, Sunday and evening shifts will also be available once training has been completed. 10-20 hours a week depending on workload. Konecta operate extended season hours and UK bank holidays. The Konecta call centre opening hours are between 7.00am and 10.00pm Monday to Sunday and we reserve the right to change the working hours with sufficient notice. You will need to be available to work between these hours if required.

Database & Systems & Training

Full training will be given by Konecta and will include supporting on‑going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA) the KONECTA Quality Management System and all other systems and soft skills training.

Opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.

Across the campaign the team will have SMART objectives. These will be communicated by the Operations Manager or Client Services Development Director (CSDD) (on behalf of the client).

Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.