Inbound Call Handler

MTrec Ltd Commercial; Wallsend; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Permanent contract

Hybrid working after probation

Cycle to work scheme

Onsite car parking

25 days holidays + bank holidays (28/5

Metro pass loan

Pension scheme

Training programme (4 weeks)

EAP - Employee Assistance Programme

Office in Newcastle

Friendly team culture

Job summary

MTrec Commercial is recruiting a permanent Customer Service Advisor for their Newcastle offices in a vibrant, expanding team. You will handle inbound calls, provide quotations, and respond to emails while helping customers with technical queries.

The role offers a friendly culture, strong training, and a potential hybrid working setup after probation, with long-term career progression.

Qualifications

• Experience in a customer service role, preferably in an office setting.
• Demonstrate longevity and tenure in previous jobs.
• Confident telephone manner with clear communication.
• Strong spoken and written communication skills.
• IT literate and able to reply to emails professionally.
• Positive, friendly and customer-oriented attitude.
• Proactive self-starter with a long-term career mindset.

Responsibilities

• Manage inbound telephone calls from clients and prospective clients.
• Offer quotations to customers using relevant procedures and systems and relay clearly.
• Respond to customer emails in a timely manner.
• Assist with technical queries as required.
• Maintain competent knowledge of products and services for commercial and retail customers and process files compliantly.
• Provide first-line response to incoming calls.
• Accurately and quickly set up new claims.
• Record information thoroughly to support efficient closure and cost control.
• Make outbound calls when appropriate.
• Note salient points of claims for the next handler and liaise with brokers when necessary.

Skills

Customer service

Tenure longevity

Phone etiquette

Written communication

IT literacy

Proactive attitude

Long-term career

Job description

Rewards and Benefits on offer:

• You will only be working Monday to Friday, and from the hours of 09:00 - 19:00. Though only 8-hour shifts.
• You will also be required to work every other Saturday, from 09:00 - 13:00.
• A permanent contract from day one.
• Working with a friendly customer base.
• Superb team culture - everyone is very friendly, warm, and welcoming.
• An excellent training programme for the first 4 weeks.
• Option for hybrid working, following successful completion of probation/training period.
• Newcastle based offices.
• Car Parking facilities onsite.
• 25 days holidays + bank holidays increasing to 28 after 5 years
• Cycle to work scheme
• Free Flu Jabs around flu season for those that wish to have them
• Metro pass season ticket loan
• EAP - Employee Assistance Programme
• Company Pension Scheme
• A very secure, very well-established employer, with long term career progression.

MTrec Commercial is proudly representing our incredibly prestigious award-winning Newcastle based client with their plans for growth and expansion, for their state-of-the-art Customer Service operation.

They are now looking to recruit a permanent Customer Service Advisor as soon as possible to join their highly trained team and to work in an unbelievable office environment.

If you have a background in customer services and you can provide a great customer experience. You must be IT literate, experienced in dealing with customers in a professional manner and be able to also respond to customer service calls and emails.

You will be joining a truly expanding and dynamic company, a superb team-based culture, and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

The job you will be doing:

• Managing inbound telephone calls from clients and prospective clients.
• Offering appropriate quotations to customers using relevant procedures and systems. Relaying this information to the client in a durable and understandable medium.
• Responding to customer emails.
• Assisting with technical queries.
• Competent/compliant knowledge of all products and services offered to both commercial and retail customers ensuring all sales/files are processed in a compliant manner.
• First line response to incoming calls
• Accurately and speedily set up new claims
• Accurate recording allowing speedy closure and optimum settlement in accordance with targets and statutory limits.
• Professional handling of calls to ascertain liability and move forward in a positive manner.
• Record all relevant information to reduce potential costs and identify indemnity concerns.
• Makes outbound calls when appropriate
• Applies relevant notes to claims so that the next handler is fully aware of salient points of claim.
• Accurately setting up of new claims with all preliminary tasks completed.
• Proactively manages third party captures.
• Communicates with brokers where necessary.

About you:

• Experience within a customer service type background - ideally, we are looking for someone who has worked in an office-based setting and received inbound calls. This could be from any office type environment; the business sector is completely open.
• An essential requirement is being able to demonstrate good longevity and tenure in your job roles.
• Confident telephone manner and to be able to present to your customers in a clear and concise manner.
• Strong spoken and written communication skills.
• You must be IT iterate and be able to provide a customer service response via emails where required.
• Key qualities to possess for the role are a positive, friendly and customer orientated attitude
• High attention to detail
• Strong time management and organisational skills
• A pro-active attitude with a self-starter attitude
• You will be looking for a long-term career move