Call Centre Representative

1 month ago


Cheltenham, United Kingdom Blue Arrow Full time

Zurich - Pensions Temp to Perm Pay rate £ 12.50

Role Profile

Inbound contact centre, taking calls from customers or financial advisors.
Some calls will be very basic, might just want an update on where their claim is, or change personal details etc. There are also complex calls where they talk about tax or a death claim, or a policy in trust that they want to break, so some can be quite difficult.
3 week classroom training where they get to know all the systems and product knowledge. After this they go to a buddying system with a mentor where they listen in to the calls. When they are more confident, they can go on calls and the mentor listens. After 2 weeks they get a call sign off with a technical advisor to show they know what they are doing, once they have the call sign off they go live. There is a floor walker to help and support if they need it for the next few weeks.
They are using 8/9 different systems, lots to check, so need someone used to that fast-paced environment.

Essential Skills
Contact centre experience would be ideal, or anything in customer service, that has direct contact with customers.
People with lack of computer skills would struggle so need to have that experience and be used to fast paced environment, as they will be using 8/9 different systems, with multiple screens
Minimum grade C Maths & English (4+ now)

Shift Detail

**8 hours per day. Shift rotations**:
Starting at 8.30am, 8.45, 9, 9.15 etc. Lunch is 30 mins with x2 10 min breaks. For example, if they start at 9 they'd finish at 5, so shifts are between 8:30am
- 5.30pm Monday to Friday.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.



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