Switch Board Operator

6 months ago

Dungannon, United Kingdom Donnelly Group NI Full time

At the Donnelly Group we pride ourselves on the consistently high level of customer service we provide which starts the moment we receive a phone call from a customer, supplier or manufacture. In order to support this aim we wish to recruit a full time permanent Contact Centre Operator.

**The Role**:
To answer and process all incoming calls made to the business/site in an efficient, courteous and timely manner and in doing so deliver an excellent customer experience.

**Hours of Work**:

- Monday - Friday 08.30am to 5.30pm with some late nights and Saturday on a rota basis. Flexibility will be required for business needs

**About The Role**

**Key Responsibilities**:

- Answer all calls as soon as it enters the system.
- Consult with each caller, and obtain as much information as possible, so that calls are directed to the appropriate person or department on the first occasion.
- Transfer each call to the relevant member of staff.
- Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available.
- Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager.
- Treat callers with respect and courtesy at all times.
- Handle callers’ personal information in line with GDPR

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

Donnelly Group is an equal opportunities employer

The company reserves the right to expand the short listing criteria to facilitate the short listing process

**Required Criteria**
- Possess excellent communication skills
- Must be able to work independently in a busy, demanding environment
- Excellent oral and written communication skills;
- Strong customer service skills
- Demonstrate a professional and friendly manner, effective listener, polite, and calm.
- Able to work as part of a team
- Excellent computer skills in Outlook, Excel
- Ability to organise and manage own workload in a busy, fast paced environment
- Ability to confidently multitask and deal with pressurised situations;
- Ability to work independently in a busy, active environment, managing own time and workflow effectively;
- Ability to undertake any other reasonable duties discussed and directed by your line manager

**Desired Criteria**
- Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided

**Skills Needed**

Customer Service, Effective Listening, Exceeding Customer Expectations

**About The Company**

The Donnelly Group has been synonymous with the motor industry in Northern Ireland since 1947 when Peter Donnelly started a vehicle repair and taxi business in Caledon on the border of Co Tyrone and Armagh.

Since then the Donnelly Group has become the largest family-owned automotive company in Northern Ireland.

We offer competitive salaries, industry-leading work-life balance, generous holiday allowance, continuous training and development, wide-ranging benefits, and an opportunity to give volunteering time back to the communities within which we serve through the Donnelly Group Foundation.

**Company Culture**

Our teams across all our branches get involved with fundraising for our nominated charity partner, through football tournaments, Donnelly Group bake-off events, dragon boat racing, abseiling, cycling events as well as having a ‘Foundation Day’; a paid day off, to get involved with community projects. We like to feel that we work hard and play hard.

**Company Benefits**

Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Free parking, Cycle to work, Referral bonus, Competitive salary, Life insurance, Family and friends rates, Long service recognition, Wellbeing Scheme, Work With Charities, Social Opportunities

**Salary**

Not disclosed

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