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Customer Experience Agent
4 months ago
Customer Experience Agent - Home and Hybrid working
Applicants must live in South Yorkshire and be able to travel to Wath-upon-Dearne, Rotherham, S63 7ER.
37.5 hours per week Monday to Friday, between the hours of 7:45 am and 19:30 pm
On Site Training - Monday to Friday 9:00 am to 5:00 pm for 6 weeks
£22,369.34 per annum + bonus (Up to £1,400 per annum performance related bonus)
Who We Are
Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people.
About The Role
As a Customer Experience Agent, you will be the first point of contact for customers, ensuring they receive a professional service, the support they need, and ultimately helping people on each and every call. All roles will either be home based or site based. All home based roles must be able to get to Site as and when requested. If you are home based then you must have a private space to work in and a good internet connection. You will receive full training to allow you to assist and communicate effectively.
What's Involved:
- Deal with telephone queries and provide information to both external and internal customers as necessary.
- Communicate effectively and liaise with customers, relative client departments and management.
- Adhere to the minimum target call and communication levels and standards as set by the company.
- Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes.
- Keep up to date and complete training as requested.
- Be aware of safeguarding policies and procedures.
- Adhere, at all times, to the Data Protection ICT and Confidentiality Policy.
- Understand the escalation process and implement when necessary.
- Work as a team to support colleagues.
- Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Manager.
- Keep accurate and timely records of all communication contacts with customers.
- Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives.
Essential Skills:
- Have experience working in a customer focused environment.
- Be confident and courteous communicator with an excellent telephone manner.
- Be able to work under pressure, often dealing with emotive issues.
- Be self aware so as to protect your own and others health.
- Have an excellent standard of written and spoken English.
- Proven experience of building rapport & adapting communication to suit a diverse range of people.
- Be IT literate, specifically experienced in using Google packages.
- The ability to work as part of a team and support colleagues.
- Excellent attention to detail.
- Have a positive working attitude and work ethic.
Desirable Skills:
- Experience of working within a busy fast paced Call Centre environment, providing customer services via omni-channel solutions including telephone, webchat, email, letter and social media.
- The ability to work under your own initiative.
- An excellent ability to organise your workload.
- Have a willingness to learn and be open to change.
Benefits:
While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;
- Progression, training and development catered to you.
- Charity work
- Refer A Friend incentives
- Company pension scheme with employer contributions.
- G4S Life Assurance Scheme.
- Subsidised healthcare plan.
- Charity work- Match-IT and Payroll Giving.
- Confidential Counselling Services
- 24/7 support specialising in health and medical
- Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers
- Free tea and coffee on site
- Morale and well being team
We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.
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