Contact Centre Specialist

2 weeks ago


Stockport, Stockport, United Kingdom UK Biobank Full time
About the Role

We are seeking a highly skilled and motivated Contact Centre Advisor to join our team at UK Biobank. As a key member of our customer service team, you will be responsible for providing exceptional service to our participants, responding to their queries, and resolving issues in a timely and professional manner.

Key Responsibilities
  • Customer Service: Handle inbound and outbound calls, emails, and other customer inquiries in a timely and professional manner.
  • Query Resolution: Respond to customer queries, escalate issues where necessary, and provide solutions to resolve customer concerns.
  • Data Management: Update customer relationship management (CRM) systems with accurate participant data.
  • Service Improvement: Suggest and implement service improvements and other developments to enhance the customer experience.
  • Quality and Performance: Achieve key performance indicators (KPIs) to drive quality and ensure service level agreements (SLAs) are met.
  • Compliance: Work in accordance with policies and procedures to ensure all interactions with customers are appropriately handled and recorded.
Requirements
  • Experience: Proven experience working in a contact centre environment, preferably in a quality-focused organisation.
  • Communication: Excellent communication and interpersonal skills, with the ability to engage and communicate effectively with customers.
  • Attention to Detail: Attentive to detail and able to follow standard operating procedures.
  • Technical Skills: Experience in contact centre/CRM software systems and excellent organisation and time-management skills.
What We Offer
  • Competitive Salary: A competitive salary and benefits package.
  • Flexible Working: Flexible working arrangements, including hybrid working options.
  • Professional Development: Opportunities for professional development and career growth.
  • Work-Life Balance: A healthy work-life balance, with a range of benefits to support your well-being.


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