Customer Service Call Handler

2 weeks ago


Liverpool, United Kingdom FRC Group Full time

**Who We Are**

FRC is a group of social businesses and registered charities who exist to end furniture poverty, campaign to raise awareness of furniture poverty and create practical solutions to get furniture to people who need it. Our work also helps to create sustainable employment and better futures for people.

**Contract Type : 3 Month FTC**

25 days annual leave plus bank holidays (pro-rata)

8.45am to 4.45pm Monday to Friday

**Base**:Based at Head Office, Brunswick Business Pack, Liverpool

**Led by**:Customer Service Team Leader

**Job Purpose**

To provide excellent customer service by being the first point of contact for the customer service team at FRC. To handle incoming calls and respond to customer enquiries and queries in a professional and friendly manner. Identify the nature of the enquiries and advise accordingly, or pass through to the correct member of the customer service team. Also to provide general administrative support to the customer service team as advised by the customer service manager

This is a new role within the customer service team during a period of growth for the business, as we look at better ways of providing a simply better service.

**Key Responsibilities**
- Act as the first point of contact for incoming telephone enquiries for the FRC customer service team
- Update the relevant system notes and log the details of the calls
- Complete a call log for every call taken
- Refer other business phone calls to the relevant personnel within FRC
- Deal with and respond to sales queries and customer requests, referring to the Sales Team where appropriate
- Provide admin support with the delivery note sign offs
- Assist the customer service manager with customer KPI reporting & data collection
- Undertake any other work appropriate to the job as directed by your Line Manager or training deemed necessary by the company including attending refresher training courses
- Carry out responsibilities as described in the FRC Group Health and Safety Policy
- Working on Great Plains System is an advantage

**Person Specification**

**Skills and Experience**
- Strong customer service experience
- Confident professional telephone manner
- Good IT skills
- Ability to work under pressure
- Good Listening skills

**Personal Qualities**
- Empathy and respectful in how we treat our customers and partners
- Organised
- Reliable

**Qualifications**
- Experience of phone based customer service
- Strong communication skills
- The ability to work closely with colleagues
- Excellent organisational skills

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £22,034.73 per year

**Benefits**:

- Bereavement leave
- Company pension
- Employee stock purchase plan
- Enhanced maternity leave
- On-site parking
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Work Location: In person



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