Contact Centre Advisor
2 weeks ago
**Position**: Contact Centre Advisor
**Reporting to**: Contact Centre Team Manager
**Hours**:Monday to Friday 8:30am-5pm or 9:00am-5:30pm plus 1 Saturday per month 9am-1pm
**Delegates**: None
A nationwide auto electrical installation company, who offer a full supply and installation service whether it be telematics, cameras or any aftermarket vehicle products, require Contact Centre Advisors to work at our busy thriving Contact Centre on site at our Coleshill, North Warwickshire Head Office.
**Duties**:
- To be the face of RS Connect box installations and the first port of call for all of our customers, representing their relevant telematics installation policy or group and book installations on behalf of them.
- Ensures the highest standards of quality and adheres to the standards set out for quality monitoring and delivery.
- To deal with inbound and outbound calls to customers regarding their box installation.
- To work within the set objectives and targets outlined within their key performance indicators and set service level agreements which will be reviewed monthly.
- To manage their own area of responsibility of work and do so in a timely manner.
- Update the relevant system and documents in line with their work.
- Liaises with their relevant Contract Manager or Team Manager as required.
- Communicates clearly with their Team Manager regarding their own performance and is responsible for highlighting their own areas of performance development and further responsibility where possible.
- Reports any absence or lateness to their Team Manager so that we may log this and staff appropriately.
- Adheres to all health and safety policies in place.
- Ensures the workstation and surrounding area is well organised and adheres to the office standards.
- Deals with all customer service related enquires as trained to do so, avoiding delegation and following the set escalation process where necessary.
- Develops and maintains positive working relationships with all within RS Connect.
- Ensures that a polite and professional manner is maintained in all internal/external communications.
- Provides cover for colleagues where appropriate and is willing to help with all installation types following the relevant training.
- Ensures all correspondence is treated in the strictest of confidence and works in accordance with the required data protection act ruling.
- Is willing to aid in training where necessary and appropriate.
- Is open to feedback or instruction from the relevant managers.
- Hybrid Working Available
**Salary**: £20,236.00 per year
**Job Types**: Full-time, Permanent
**Salary**: £20,236.00 per year
Application question(s):
- Are you based in Birmingham
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- Call Centre: 3 years (required)
- Customer service: 3 years (required)
Work Location: Hybrid remote in BIRMINGHAM
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