Customer Service Advisor - Out of Hours

Agilisys; Rochdale; On-site; GBP 22,000 - 28,000; Full time

Job summary

A dynamic role for a Customer Service Advisor at Agilisys, focused on delivering exceptional out-of-hours service. You'll engage with customers, solving a variety of challenging queries in a supportive environment, while enjoying competitive benefits, including generous leave and a contributory pension scheme.

Benefits

Competitive salary

Generous 25 days of annual leave

Contributory pension scheme

Benefits platform

Qualifications

• Experience in a busy contact centre handling customer inquiries.
• Ability to maintain composure with distressed callers.
• Literacy and numeracy skills required.

Responsibilities

• Handle incoming and outgoing calls to provide customer support.
• Manage Out of Hours emergency queries effectively.
• Maintain accurate customer records and data.

Skills

Communication skills

Organizational skills

Problem-solving

Customer service

Education

GCSE level or equivalent

Tools

CRM Systems

Job description

Are you ready to embark on a dynamic and rewarding career in an exhilarating customer-facing out-of-hours role? Do you thrive on engaging with people and solving their challenges? Do you enjoy working during the evenings and weekends? If so, you might just be the perfect fit for us! We’re excited to announce that we’re on the lookout for our next intake of enthusiastic Customer Service Advisors - OOH to join our vibrant contact centre in Rochdale.

So, what’s in it for you?

At Agilisys, you'll be part of a genuinely caring team! Here are the fantastic perks we believe you’ll absolutely love about this role:

• Competitive salary of £24,000 for a 37.5 hour week plus amazing benefits!
• Full-time hours that fit your lifestyle.
• Generous 25 days of annual leave plus Bank Holidays added to your leave entitlement!
• A contributory pension scheme where we’ll match your contributions up to 5%!
• A benefits platform designed to cater to everyone’s needs!

The role:

As our Customer Service Advisor OOH, you’ll be the friendly voice representing our diverse clients. You’ll take pride in being our calm and professional first point of contact for our customers, delivering exceptional service and support. You’ll handle inbound and outbound calls, answer questions, and resolve issues with ease. Plus, you’ll have the incredible opportunity to learn new skills and collaborate with a supportive and friendly team. You'll be instrumental in providing a fantastic and positive customer experience!

Here's what you'll be doing:

• Customer-obsessed service: Delivering an outstanding customer experience within our high-performing contact centre team.
• Problem solver: Managing a wide variety of Out of Hours emergency queries, including Housing Repairs, Adult and Children’s Services, Street lighting, Noise complaints, Homelessness, Highways, and so much more!
• Tech-savvy: Creating and updating customer records using our client systems, ensuring accuracy and efficiency.
• Proactive communicator: Keeping customers informed with updates relating to their queries.

What we need from you:

We're on the hunt for colleagues who are customer-focused, along with the following:

• You should possess excellent people and communication skills, with the ability to adapt to and meet each customer's unique needs.
• Previous experience working in a bustling contact centre, with the ability to maintain accurate notes, multitask, and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements).
• A calm, empathetic, and clear telephone manner is essential, along with quick, solutions-focused thinking and the ability to work independently.
• Resilience and the ability to handle challenging situations with objectivity are crucial, as are strong organisational skills and attention to detail.
• Experience using Customer Relationship Management (CRM) Systems is a plus!

So, now you’re really excited?

1.JOB DETAILS

Reports to: Team Manager

Essential Qualifications:
• Educated to GCSE level or equivalent.
Experience:
• Background in Social Care or Housing - desirable but not essential.
• Experience dealing with vulnerable/distressed callers in emergency situations.
• Excellence in maintaining a high standard of customer service professionalism under tense scenarios by callers who may be in the situation for the first time.
• Working in a busy Contact Centre
Skills and Abilities
• Literacy and numeracy skills.
• Computer literacy – ability to use multiple remote desktops and platforms.
• Interpersonal, organisational, and administrative skills.
• Ability to input and maintain effective computerised systems – CRM’s.
• Ability to organise and prioritise workload to achieve deadlines in a fast-paced environment.
• Ability to investigate complex queries within set guidelines and follow set process led procedures.
• Ability and willingness to take a proactive approach to work and training needs.
• Ability to monitor own workload and process accurate information until completion.
• Commitment to equalities and the promotion of diversity in all aspects of working.
• Polite and professional sounding tone, ability to best progress the client’s needs and expectations whilst remaining impartial and professional throughout.
• Ability and willingness to self-develop at a natural visibly progressing pace.
Knowledge
• Knowledge of a range of IT systems - Essential
• Awareness of Data Protection and confidentiality issues – Essential

2. PURPOSE

This job involves handling a range of calls for several Local Authority and Housing Association clients. The successful candidate will help service users and residents solve their problems. This could involve directing customers to outside agencies, managing calls about major emergencies in any of the Boroughs we support, handling social care questions, or logging emergency repairs. You’ll be part of an Out of Hours team, so you’ll need to be flexible with your working hours. If you’ve handled calls for a local authority before or have a good understanding of housing/social care, that would be a plus.

3. PERSON SPECIFICATION

The following outlines the minimum & desirable criteria for this post.

Applicants should describe in their application how they meet these criteria.

• Demonstrate competence in providing a high level of Customer Service and deliver a high standard of calls in a confident, professional & friendly manner.
• Previous experience of working within a customer-focused environment
• Demonstrate the ability to understand different procedures and retain information across several different campaigns.
• Knowledge of how local authorities or other large organisations operate.
• Experience of working within the housing or social services sector.
• Able to communicate clearly and openly, always displaying excellent listening skills.
• Demonstrate ability to work and adhere to Customer Service Standards and Values.
• To work flexibly and co-operatively to ensure that operational service priorities are met.
• Able to prioritise work and meet deadlines under pressure.
• Able to deal sympathetically with distressed, agitated, irate customers or those with special needs.

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