Contact Centre Adviser

Customer Service & Operations, Customer

Contact Centre Adviser
- Gibraltar, Gibraltar- Permanent- Full Time#R-00232310

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
- This role is based in Gibraltar and as such all normal working days must be carried out in Gibraltar.

Job description

Join us as a Contact Centre Adviser
- If you're brilliant with people and motivated to make a difference, there's a place for you with us
- This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes at first point of contact
- You’ll be actively participating in initiatives to improve customer service, processes and procedures
- Thrive in a role that'll equip you with the skills you need to flourish in your career as you work with colleagues who'll support you at every step of your journey

What you'll do

In this key role, you’ll be responding to and investigating queries promptly from customers in our contact centres, providing support on business processes, policies and procedures and developing an understanding of customer and business needs.

You’ll also be:

- Identifying barriers to performance and coordinating improvements to enhance our efficiency
- Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day to day operations, logging incidents and identifying trends
- Reviewing manual or ineffective processes which could be automated or enhanced
- Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll have great customer service abilities and organisational skills, along with good attention to detail.

You’ll also need:

- Good telephony communication skills
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including PowerPoint, Excel and Word

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