Contact Centre Representative

3 weeks ago

Middlesbrough, United Kingdom XPS Pensions Group Full time

**Contact Centre Representative**

**Middlesbrough**

**Permanent**

**Full Time**

**Hybrid**

We are seeking a number of highly motivated and skilled Contact Centre Representative to join our team in Middlesbrough. These are new positions due to growth. In this role, you will play a key part in providing exceptional customer service and support to our clients. If you have excellent communication skills, a passion for delivering top customer experiences, and a desire to contribute to the growth of our company, we invite you to apply.

**Responsibilities**:

- Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
- Understand customers' needs and provide appropriate solutions or alternatives to meet their requirements.
- Accurately record and maintain customer information and interactions in a centralised database.
- Deliver first-class customer service at all times, maintaining a positive and friendly demeanor.
- Meet both individual and team qualitative and quantitative targets, such as call resolution time and customer satisfaction ratings.

**Your Profile**:

- Previous experience in a customer service environment, either on the telephone or face to face
- Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
- Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
- Demonstrated organizational and planning skills, allowing you to manage multiple tasks and prioritize effectively.
- Proactive mindset with a desire to improve standards, develop new procedures, and enhance working practices.
- Ability to work under pressure and handle challenging situations professionally and calmly.
- Familiarity with CRM software and databases is a plus.

**What we offer**:
We believe in our people, and we will work with you to unlock your potential and support your career whilst giving you the opportunity to work with some of the most dynamic and collaborative people in our industry.

Are you looking for a challenging and fulfilling career for an organisation with a conscience? At XPS, you can expect an exciting and fulfilling career in a growing business and an industry that provides a consistent challenge whilst also working to contribute positively to the communities in which we operate and help those beyond our organisation.

Our five Employee Networks - XPS Women’s Network, XPS LGBTQ+ Network, XPS Menopause Network, XPS Disability Network and XPS Multicultural Network - play an important role in our culture. They lead our inclusive programme of events, campaigns and workshops throughout the year and our internal mentoring programme also has a role to play, for example in advancing gender equality.

As an employee at XPS, you know you are joining a winning team, as a testament to all the brilliant work that everyone at XPS does, we are delighted and excited to have won a clean sweep at the Prestigious Professional Pensions UK Pensions Awards 2022 winning the Investment Consultancy of the Year award, Third Party Administrator of the Year and Actuarial/Pensions Consultancy of the Year.

At XPS, we became carbon neutral across our entire value chain back in 2021 and have a strong focus on Environmental, Social and Governance (ESG) factors and sustainability, and build this ethos into all of our manager research and subsequently our client solutions.

We embrace differences and we will respect your ideas, perspective, and style. Our business thrives on our diversity and mix of experience that leads to innovation. When you take a role with XPS you will be joining a community of professionals driven by integrity and delivery and you can be sure that your wellbeing is taken seriously.

We offer an attractive reward package, including:

- Competitive salary
- Participation in a Discretionary Bonus Scheme
- 25 days holiday
- A set of core benefits including pension plan, life assurance, employee assistance programme, access to a qualified, practicing GP 24 hours a day, 365 days a year
- A comprehensive range of voluntary and flexible benefits to suit you and your lifestyle including holiday trading, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, critical illness cover, private medical cover for self and family, travel insurance and a broad range of discounts at hundreds of retailers.

**What next**:

- Right to Work confirmation
- DBS Disclosure check
- Employment or educational references covering five years
- Satisfactory credit check

**Job details**:
Job reference
- REQ002163

Date posted
- 14/02/2024

Application closing date
- 31/03/2024

Location
- Middlesbrough

Salary
- Blank

Package
- Blank

Contractual hours
- 36.25

Basis
- Full time

Job category/type
- XPS Administration

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