Customer Contact Advisor

5 months ago

Birmingham, United Kingdom OCS Group Full time

**About The Role**:
We have an exciting opportunity within OCS for Customer Contact Advisors at the NEC. The NEC is the UK’s largest event space and welcomes 700,000 to 1 million visitors a year. In this role you will provide services to NEC customers (internal and external) via the NEC switchboard & NEC Backstage Reception.

We are recruiting for permanent full-time members of staff and if you consider yourself as a friendly, motivated and customer focused individual, then we want to hear from you

You will join our multi skilled team, be seen as an expert in customer contact (both front & back of house) and contribute to the high standards of customer service delivery shown to all visitors.

We are looking for a team player with the ability to work alone and collaboratively at all levels across the organisation.

You will be working Monday to Sunday, 08:00 to 18:00, 40 hours per week, on a permanent, full-time basis.

**Main Duties**:
- To carry out tasks and functions within the Customer Contact Team support operation as detailed.
- To provide support and service for the NEC Backstage Reception
- To deal with customer enquiries for all incoming phone lines to The NEC Group in accordance with service levels and quality standards.
- To deal with both internal and external customer enquiries in an efficient and professional manner.
- To manage relationships with all relevant customer groups and ensure all records are maintained appropriately.
- To comply with all Company policies and procedures including regulation, legislation and compliance
- To adhere to the correct utilisation of key systems and quality standards
- To work collaboratively and build relationships with all NEC teams and suppliers in the achievement of a seamless and excellent end to end customer experience.
- To analyse NEC and Arena visitor feedback survey responses
- To ensure that any confidential information is handled with integrity, sensitivity and in a professional manner at all times.
- Respond to NEC social media channels in a timely manner using a social media management platform.

**To be successful in the role, you will need**:
- GCSE level (Grade C or above)
- Experience of working in a call centre, reception service orientated environment
- Experience of working with on-line systems
- A track record of achieving/exceeding results
- A proven track record of handling difficult situations and finding appropriate solutions
- The ability to utilise a variety of computer systems and processes to effectively achieve objectives

**Personal Characteristics/Attributes**:
- Highly motivated with a positive outlook
- Exceptional customer service skills
- Ability to interact with others, having good social skills - able to influence and negotiate
- Able to prioritise workloads and demands to achieve the best results
- Resilient and resourceful with good organisational skills
- Build excellent working relationships (both internally and externally)
- Has a “can do” attitude, is able to challenge the status quo and has a willingness to embrace change
- Has an eye for detail whilst maintaining focus on delivering results externally

**About Us**:
OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

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