Customer Service Representative

6 days ago

Nottingham, Nottingham, United Kingdom Made Employment Ltd Full time
Job Description

Job Title: Customer Service Representative

Job Summary:

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Made Employment Ltd. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients and their customers, assisting with debt resolution and collections, and working collaboratively with our field agents to deliver a high-quality service.

Key Responsibilities:

  • Answer incoming calls to assist our field agents in dealing with our clients' customers.
  • Update relevant CRM systems with information relating to calls, including general updates, resolution details, and other relevant data.
  • Cover team workloads during staff absence to ensure our clients receive a consistent service.
  • Manage calls within the company's agreed quality framework.
  • Drive own performance to achieve required Key Performance Indicators.
  • Work collaboratively with other contact centre agents to ensure overall team service levels are achieved.

Requirements:

  • Minimum 18 months previous experience working in a call centre/customer contact centre.
  • Adaptable, flexible, and able to react positively to change.
  • Proficient in Microsoft Office and able to adapt to custom-built CRM systems.
  • Proven track record of achieving targets and/or Key Performance Indicators.
  • Previous experience in the debt resolution and collections process.

Working Conditions:

This is a full-time office-based role with a competitive salary, pension, and life insurance. Some travel may be required with the role. When required due to levels of workload or key tasks, you may be requested to work overtime, which is part of your contract.

Security Clearance:

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.

Company Policies:

Adhere to all Company Policies and Procedures contained in the Codes of Conduct, Information Security, Environmental, Health and Safety, and Quality Management Systems.

Reporting Incidents:

Report any Health & Safety, Quality, Information Security, Environmental, and Business Continuity & Disaster Recovery incidents to your supervisor/line manager.

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