Call Centre Operator

7 months ago


Brentwood, United Kingdom Bridge of Hope Full time

-Are you passionate about making a positive difference in people's lives? Do you thrive in a dynamic, customer-focused environment? We're seeking compassionate individuals to join our clients team as Call Centre Operator.

Key Responsibilities
- Receive inbound calls from social housing clients seeking to book appointments for various housing-related services..
- Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
- Verify client eligibility for social housing services based on established criteria and guidelines.
- Assess client needs and determine the appropriate appointment
- Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
- Provide accurate information to clients regarding appointment dates, times, locations
- Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
- Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
- Adhere to confidentiality and data protection policies to safeguard client information.
- Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
- Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.

**Requirements**:

- Previous experience in a call centre or customer service role, preferably in appointment scheduling or bookings.
- Active listening skills and empathy to understand and address client needs.
- Strong organisational skills and attention to detail.
- Ability to multitask and work effectively in a fast-paced environment.
- Problem-solving skills to handle challenging situations and find appropriate resolutions.Resourcing Group is acting as an Employment Agency in relation to this vacancy.


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