Customer Contact Advisor

2 weeks ago

Newcastle upon Tyne, United Kingdom Brook Street Full time

We are currently recruiting for temporary inbound Customer Contact Advisors to work for The Care Quality Commission.

The purpose of this role is to provide a quality support and advise.

You will provide guidance to both internal and external customers, dealing with grievances and gathering relevant information to record and advise on further action.

**Start Date: 2nd April 2024**

**Assignment Length: TBC**
**Rate of Pay: £11.59 per hour - Weekly Pay**

**Hours: 37 per week, Monday - Friday (9:30am-5:30pm, 9am-5pm and 8:30am-4:30pm)**
**Location: Fully Remote**

**Training: Full Training Provided**

CQC strongly believes in a team effort and relies on talented people with a wide range of skills and experience.

That's where you come in

**Job Purpose**:
**Accountabilities**:

- Actively listening to customer grievances and concerns, being able to actively record the information all whilst providing understanding and compassion to the individual.
- Contribute to a high-performance culture, taking personal responsibility for achieving individual targets, team service levels and ensuring a high quality of work. Understand how your role contributes to the wider goals of your team, directorate and the organisation.
- Acts as first point of contact and provides an exceptional customer service, to a diverse customer group who contact CQC seeking advice or sharing information of concern via multiple channels.
- Takes ownership for first line resolution of customer queries utilising a range or resources and providing signposting where appropriate.
- Positively represents CQC, communicating with professionalism and empathy to a varied customer group.
- Understands the organisational context that underpins key performance indicators and targets, taking personal accountability for ensuring they are achieved
- Takes ownership for maintaining organisational knowledge and awareness of relevant activity within the health and social care sector to competently respond to customer queries.
- Responsible for effectively identifying, prioritising and responding appropriately to highly sensitive information of concern from potentially vulnerable and/or distressed individuals.
- Works flexibly and collaboratively within a team to deliver high-volume, high-quality customer focused activity against performance targets.
- Undertakes a variety of customer interactions and accurately records these on CQC systems in line with Standard Operating Procedures and quality standards.
- Has a good understanding of regulatory processes associated with area of work.
- Undertakes all mandatory and other identified training to support own development.
- Actively contributes and engages in the Performance Development Review process and ensures appropriate documentation is completed.
- Takes responsibility for ensuring individual and collective adherence to Knowledge and Information Management, and Information Security policies and procedures
- All duties commensurate with your role and responsibilities.

**Essential Skills & Experience**:

- Experience of working in a Customer Contact environment delivering customer satisfaction and achieving performance targets.
- Ability to deliver excellent customer experience, working efficiently within a high-volume contact environment.
- Strong written and verbal communication skills, able to adapt communication style to suite a varied audience and present complex information in an accessible manner.
- Competent IT skills in MS Outlook, Excel & Word.
- Demonstrates experience of working both independently and as part of a team to achieve individual or team goals.
- Able to adapt quickly to changing priorities, technologies and working practices.

**Desirable Skills & Experience**
- Experience of delivering multi-channel customer service, including complex query resolution, complaints handling and managing distressing / challenging conversations.
- Competent in IT systems and data input to relevant systems (e.g. customer relationship mgmt systems, online portals, travel booking systems, workforce management)
- Has knowledge and understanding of CQCs role within the health and social care environment.

**You will be required to provide all relevant right to work documents and will need to be fully referenced for the last 3 years.**

**_ *PLEASE NOTE - DUE TO THE HIGH VOLUME OF APPLICANTS, WE ARE UNABLE TO RESPOND TO ALL APPLICATIONS*_

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