Customer Service Agents
3 days ago
Working for CET is many things - exciting, challenging, rewarding, occasionally frustrating, - but it’s never dull. You’ll work with a diverse mix of people in a buzzing atmosphere and be part of a welcoming, inclusive community.
Working permanently from home means no commuting costs
The Package - Annual Salary
CET have recently been accredited to be a Real Living Wage Employer with the Living Wage Foundation. The real Living Wage is an hourly rate set independently and re-calculated annually based on what people need to meet their basic everyday needs.
The Living Wage is currently £9.90 per hour across the UK and £11.05 per hour in London. It has also been agreed to increase the salary to £21,000 per annum FTE after passing probation.
Based on working 30 hours per week you will be paid £15,444 per annum based on working 30 hours per week (i.e £9.90 per hour) paid monthly, irrespective of the hours actually worked each month
Increasing to £15,750 per annum (i.e. £21,000 per annum FTE) after 6 months' probation
Following training you will be eligible to a Performance Related Bonus - potentially the opportunity to earn 10% of your monthly gross salary on achievement of targets which will be paid monthly in arrears.
Potential earnings after our comprehensive fully paid training will be paid for high performing team members with many opportunities to progress your career through structured and clearly defined development programs.
Applications are invited from the UK mainland only
Unlike other Customer Service Networks we are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers. We operate 24/7 from Monday to Sunday, 365 days of the year. The Customers emergency is our emergency.
It would be your role to ensure that this experience is a smooth, efficient and effortless as possible and to help support them during a difficult time but offering exceptional Customer Service
Communication is key - we are looking for out-going people that understand that working from home is an environment where have to keep each other up to date and in the loop of where we are during any part of the working day
Note: internally these roles are called Customer Incident Managers
In these unusual times, our Customer Incident Managers have become even more important to our Customers.
We’re looking for more people to join them. Confident people with a natural instinct to help. People who give it their all, where no challenge is too big, no ask too great. Naturals when it comes to making conversation and at their best when thinking on their feet. As one of our Customer Incident Managers, your unflappable nature and personal approach will give our customers the confidence you’ll get right to the root of their problem. If you’re great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you’ve probably already got what it takes to succeed here.
Our Customer Incident Managers deal with people from all walks of life every single day and some of them maybe vulnerable so you’ll need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep our customers happy.
The first point of contact for our customers, this is a role for the cool, calm and collected. All around the UK people depend on our services, so when things go wrong in their homes it can have a serious impact on their everyday lives. This means you will face plenty of challenges, from frustrated and upset customers, so you will need lots of patience and genuine empathy, but you’ll also be the one who puts a smile back on our customers’ faces, again and again.
You will be required to carry out the day-to-day operational performance of any reasonable tasks required to assist in a delivery consistent service for all CET’s Clients, including but not limited to; claims notification, claims deployment, return visits, invoicing and complaints.
Mandatory Training
We will give you all the training you need, when you start. You will get 4 weeks of training on our services, systems and processes which will include handling live customer calls. You will have the training team around to fully support you during this initial training period and then you will have people around you to support you with regular coaching and training up-dates to make sure you are always on top of your game. Thanks to our on-going training, your knowledge of our clients, systems and business processes will be second to none.
You MUST be available to attend the mandatory training via MS Teams at home as it is critical to being successful in the role as follows:
Training will be worked over 40 hours per week for 4 weeks as follows
Week 1 - Monday to Friday - 8.00 am to 4.30 pm with a 30 minute unpaid lunch break and two 15
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