Customer Experience Agent

3 weeks ago

Wath upon Dearne, United Kingdom G4S Full time

Location: Wath Upon Dearne, Rotherham | Salary: £20,374.88 | Posted: 30 Oct 2023 | Closes: 27 Nov 2023 | Job Type: Full Time and Permanent | Business Unit: UK Central Government Services | Region / Division: UK & Ireland | Reference: 14778

**ROLE RESPONSIBILITY**:
**Customer Experience Agent - Debt Management**

**Home based role, however applicants must live in South Yorkshire and must be able to collect their equipment from, Wath-upon-Dearne, Rotherham, S63 7ER**

**Monday to Friday 37.5 hours per week, covering shifts between the hours of 8:00 and 19:30 (6 week rota)**

**£20,374.88 per annum**

**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 400 people who spend their day helping people.
- The Debt Management telephony line is part of the Department for Work and Pensions. This is an inbound telephony line, incorporating an element of data cleanse work.
- Our job is to recover overpaid benefits, social fund loans, advance payments, tax credit overpayments.
- The line takes offered payments, negotiates payment arrangements, and signposts customers to areas of the DWP, where applicable.
- A high level of security and confidentiality is required when dealing with Government systems.
- The ability to deliver great customer service is essential, along with excellent IT knowledge to enable navigation through the various systems.

**About the role**
- As a Customer Experience Advisor, 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.

**THE IDEAL CANDIDATE**:
**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**:

- 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.
- #LI-CL2

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