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Call Centre Agent
2 months ago
Job Role: AO Resolution Centre Agent (Call Handler)
Location: Liverpool, L3 9PP
Job Type: Part-time
Hourly Rate: £12.84ph
Working Days/Hours: Sunday 9:15 - 16:45, Wednesday 16:00 - 20:00, Thursday 16:00 - 20:00, Friday 16:00 - 20:00
Brook Street, in partnership with the Home Office, is seeking a highly skilled AO Resolution Centre Agent (Call Handler) to join their Customer Services - Visa, Status and Information Services department.
As an AO Resolution Centre Agent, you will be responsible for handling inbound calls, responding to webform and webchat enquiries, and providing a world-class customer service experience to customers of varying nationalities.
You will be trained and empowered to resolve all customer enquiries in a 'once and done' approach, using your excellent communication and problem-solving skills to provide a complete and informed response on first contact.
Key responsibilities include:
- Answering phone calls, emails, and webchat queries in a polite and professional manner
- Providing a complete and informed response on first contact to all customers
- Reviewing customer information, assessing any further actions they may need to take, and advising customers appropriately
- Accurately inputting all necessary information on internal IT systems within required timelines
- Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training
Full-time training in the office is required for a 4-week period, and you must hold a valid passport and have lived in the UK for at least 5 years. Security clearance will be processed for you if successful, and can take approximately 6-8 weeks to be processed.
Brook Street is proud to support the Armed Forces Covenant and is a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme.
