Customer Service Representative

3 weeks ago

Nottingham, Nottingham, United Kingdom Made Employment Ltd Full time

Role Overview: The primary objective of this position is to provide exceptional service for both the organization and its clientele by being an integral part of our Customer Contact team.

Work Schedule: Employees can choose a 30-minute lunch break, which will adjust their start time accordingly unless assigned to an early shift.

Benefits: This role includes life insurance, pension contributions of 3% after three months, and five weeks of annual leave, including a holiday shutdown during the festive season.

Key Responsibilities:

  • Engage with customers primarily through telephonic communication to assist them in managing their outstanding utility bills and arrears.
  • Support field agents in establishing and agreeing on payment plans while processing customer payments.
  • Operate within a contact center environment, handling both incoming and outgoing calls.
  • Document relevant information in CRM systems, including general updates, resolutions, meter readings, and vulnerability data.
  • Provide coverage for team workloads during staff absences to ensure consistent service delivery.
  • Manage calls in accordance with the company's quality standards.
  • Drive personal performance to meet established Key Performance Indicators (KPIs).
  • Collaborate with fellow contact center agents to achieve overall team service objectives.

Qualifications:

  • A minimum of 18 months of experience in a call center or customer contact environment.
  • Strong organizational skills with the ability to follow protocols for consistent service delivery.
  • Adaptable and flexible, with a positive response to change.
  • Proficient in Microsoft Office and capable of adapting to custom CRM systems.
  • Demonstrated success in meeting targets and KPIs.
  • Prior experience in debt resolution and collections is advantageous.

Team Collaboration: Work closely with the Company Training Manager, Client Services Team, Quality Assurance Team, and Field Agents to ensure a cohesive approach to customer service.

Personal Attributes: Empathy and emotional intelligence are essential for this role.

Additional Information: This is a full-time office-based position offering a competitive salary, pension, and life insurance. Occasional travel may be necessary. Overtime may be required based on workload demands, as stipulated in the employment contract.

Compliance: Candidates must have a clean criminal record and will undergo a DBS check and Credit Reference Check. Adherence to all company policies and procedures, including those related to Health and Safety, Quality Management, and Information Security, is mandatory.

Report any incidents related to Health & Safety, Quality, Information Security, Environmental concerns, and Business Continuity to your supervisor or line manager.

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