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Contact Centre Administrator

3 months ago

Cramlington, Northumberland, United Kingdom Active Northumberland Full time

We are seeking to recruit a Contact Centre Administrator to assist the Business Development Manager at Concordia Leisure Centre, Cramlington.


Act as an advocate for the customer to ensure they receive the information, advice and access they need to all appropriate Active Northumberland services, or signpost to relevant organisations as appropriate.

-
Must have customer service and call handling experience. _

Duties and key result areas:

  • Act as first point of contact for customers, taking responsibility for handling each enquiry through to a satisfactory conclusion, wherever possible, and referring to a relevant member of staff when necessary.
  • Provide accurate and up to date information and advice on all services of Active Northumberland and its partner services.
  • Take ownership for resolving queries or completing actions arising from customer enquiries, including referrals to services and external partners within the limits of your own authority.
  • Contact customers to follow up queries where appropriate.
  • Utilise relevant ICT systems to maintain accurate and up to date records, files and statistical information including sensitive personal data such as bank details, etc.
  • Receive and process payments in relation to Active Northumberland and partner services and bookings.
  • Receive and record details of compliments, comments and complaints and provide advice and guidance to customers as appropriate.
  • Appropriate administrative tasks to meet the needs of the service, including pre
- and post
- party administration, etc.

  • Maintain high standards of customer care at all times and promote a culture of service excellence.
  • Contribute to the continuous improvement of the service.
  • Act in accordance with Active Northumberland's Social Media Policy whilst monitoring and responding to official Active Northumberland social media accounts.
The duties and responsibilities highlighted in this Job Description are indicative and may vary over time.

Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post and the grade has been established on this basis.


Job Type:
Part-time

Part-time hours: per week

Salary:
£11.06 per hour

Benefits:

  • Employee discount
  • Gym membership
  • Health & wellbeing programme
  • Onsite parking

Schedule:

  • 8 hour shift
  • Day shift
  • Overtime
  • Weekend availability

Work Location:
In person