Customer Service Representative

2 weeks ago


Coventry, United Kingdom Guidant Global Full time

Job Description:

Title: Customer Service RepresentativeLocation: Coventry (CV6 5NX)

Rate: £11.56 per hour PAYE Hours: 37.5 hours per week - 8 - 4 Monday - Friday

Contract: 3 months

Key Objectives and Responsibilities:

  • To monitor a set number of work items per day according to pre-set targets, using the agreed process and scoring criteria
  • To make recommendations to the QCTL on possible improvements to quality processes
  • To identify themes and trends and make recommendations/escalates to the QCTL and operational management team
  • To have a fair, unbiased and consistent approach to quality monitoring, To raise priority feedbacks and alert the QCTL of any items that are of very poor quality or are of a nature that requires immediate action.
  • To maintain professionalism and confidentiality with regards to quality performance of operational CSRs
  • To be visible to the operation, proactively addressing quality issues that are affecting grade of service.
  • To contribute to coaching and feedback in the appropriate operational areas where required.
  • To actively promote the importance of quality and customer service within the contact centre.
  • Understand client and customer needs and expectations and apply this understanding when carrying out your role.



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