Contact Centre Agent

6 months ago

Leicester, United Kingdom Bellrock Property and Facilities Management Full time

**Contact Centre Agent - Weekdays 1am to 9am
At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in - every role plays a part in driving us further and everyone can be the change. That’s how we deliver value for our customers and building systems that lead the way.

The purpose of this role is to support the out of hours Helpdesk resource available to access by our clients.

The role is a work-from-home role which comes into effect following a successful in-house training period of up to 6 weeks and is dependant on progress made whilst in training.

**How will you be the change?**:
We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Contact Centre Agent with Bellrock, you’ll do it by
- Answering calls from clients and contractors in accordance with the agreed procedures on which performance will be measured
- Raising maintenance/security/Health & Safety orders via the Bellrock computerised databases following agreed procedure on which performance will be measured
- Monitoring jobs already logged onto the system to ensure that the Contractor has attended the clients site within the agreed SLA
- Obtaining authorisation as appropriate for works exceeding set guidelines
- To ensure the smooth day to day running of the Contact Centre by adhering to the planned rota pattern
- Ensure set targets are met
- Manage and resolve customer complaints
- To ensure compliance to all relevant statutory duties under the Health and Safety at Work Act, details of which are listed within the Company’s Health and Safety Policy

**What does it take?**

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Contact Centre Agent, you’ll need
- IT literacy
- Technology skills
- Decision making skills
- Problem solving skills
- Excellent proficiency and navigation skills around a PC, excellent keyboard skills, excellent written communication skills
- Excellent verbal Communication
- People Skills
- Customer Focused, Customer Service skills
- Attention to Detail, Professionalism
- Multi-tasking abilities, Consistency, Flexibility. Reliability.
- Data Entry Skills

**Working arrangements**

**What can we offer you?**

Upon joining Bellrock, you can expect a comprehensive benefits package including:

- 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
- Salary exchange pension scheme
- Life cover
- Paid sick leave
- LifeWorks employee assistance and wellness program
- Enhanced maternity, paternity and adoption leave
- Salary sacrifice schemes: Cycle to work and Techscheme
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials
- Healthcare Cashplan
- MotorSave Scheme
- Refer a friend
- Bright eyed
- Liftshare

**Helping you to shine**

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

**Ready to start shining?**

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

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