Telephonist

One of our Milton Keynes based clients require 2 x Telephonists to start as soon as possible, one Permanently and the other on a contract basis, initially until 31st December 2024, with the possibility of being taken on permanent thereafter.

Working Monday to Friday, mostly 9am - 5pm with 1 hour for lunch.

Job Objective

To take inbound calls from external customers, general queries to be answered in a professional manner and provide accurate information whilst delivering excellent customer service.

Key Responsibilities

The duties and responsibilities of the Telephonists include the following tasks and activities:

* Take inbound calls from members through the customer service phone line.

* Adhere to phone KPIs.

* Ensure that customers are treated fairly and receive a fair and consistent service in line with the Company’s TCF policy.

* Ensure clients receive regular and effective communication which is professional and delivered to the highest standards.

* Maintain and develop good business relationships with internal and external customers.

* Work in conjunction with the team to ensure all work is carried out to the highest quality, and within the service levels laid down.

* Escalate any problems, mistakes, backlogs or issues immediately to the Line Manager.

* Report any breaches or complaints immediately to the Line Manager or to the Compliance team.

* Take responsibility for individual tasks and action them within the required timescales.

Knowledge and Skills

* At least 1 year of experience working in customer service or call centre phone-based roles (inbound).

* Good organisation skills and able to prioritise.

* Excellent attention to detail.

* Team player.

* Excellence and quality in service delivery.

* Demonstrates innovation and added value towards customer's needs