Call Centre Advisor

2 weeks ago

Basildon SS, United Kingdom Specsavers Vision Plus Basildon Full time £20,000 - £25,000 per year

Specsavers, Basildon Call Centre Operator

We are looking for a Contact Centre Operator to join a small team managing the calls for our four Specsavers stores. This is a 5 days a week role including one weekend day of work.

We need someone who thrives on customer service and can find solutions and manage our customers, appointments, concerns and possibly complaints with a smile and can-do attitude.

The Call Centre is open between 9:00 and 5:30 and all applicants need to be willing to work weekends too.

Operator Skills Main Responsibilities

  • Manage large call volumes throughout the day

(Answer up to 130 calls a day and make 50 + outbound calls)

  • Quick and accurate capture of customer information
  • Comfortable and confident working across systems
  • Flexible to allow you to adapt to different needs of the different stores
  • Keen eye for detail so patient entries are entered correctly
  • Good recall of customers and store requirements
  • Happy to follow guidelines and 'rules' as necessary
  • Follow scripts carefully to ensure essential details are recorded for each patient
  • Quickly summarise and write up notes to assist patient care

Secondary Responsibilities

Store administration including

  • NHS administration
  • Contact Lens ordering
  • Diary management and review
  • Call reviews and follow up with customers
  • Audiology calls and follow up

Customer Care behaviours and skills

  • Unwavering Customer Care
  • Empathy is vital to build rapport with all customers
  • Focused to ensure you are taking sufficient calls
  • Listening skills to ensure you hear exactly what is needed on each call
  • Creative and able to develop own scripts to keep sounding spontaneous and caring whilst covering all mandatory information
  • Resilience to manage customers
  • Comfortable talking all day in a manner that is kind and caring as well as informed
  • Take pride in who we are and believe in the brand and all our services
  • Accept and offer feedback (between colleagues) in a constructive and kind manner
  • Own queries and problems and follow up for solutions for customers
  • Keep focused on specific problem and find shortest route to resolution

To succeed in this environment, you need to love dealing with customers and getting things right whilst adhering to the guidelines as well as understanding the various systems and rigours of the clinics. You must be happy talking through similar scripts all day but also flexible enough to find solutions to new or unknown queries.

Job Types: Full-time, Permanent

Pay: Up to £25,812.80 per year

Benefits:

  • Company pension
  • Employee discount
  • Store discount

Work Location: In person

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