Contact Centre Agent

**A fantastic Summer seasonal opportunity for people who have a passion for great customer service, based in the centre of Norwich**

**Do you love talking to people and pride yourself on delivering great service?**

**Have you got what it takes to make people smile?**

**Do you want to work in a fast-paced and friendly family business?**

At OpenContact, our call centre isn’t like most call centres. Our team works with lots of companies, solving problems for all their customers. From national charities to tourist hotspots, choosing the right seeds for their garden, or planning their kids’ next big adventure. To help us do this, we’re looking for quick-thinking, and hard-working people to join our team.

We’ll give you all the training you’ll need, but you’ll have to bring:

- A passion for people - you’ll be talking to lots of them every day, so excellent communication skills are essential.
- Positivity - our mission is to _Make People Smile_, even if they start out with a frown. Most of our customers are great but you’ll need to be confident, proactive, and really care about helping everyone, especially if they’re not smiling yet.
- Adaptability - our team are chameleons. You’ll have to use different skills and systems, and manage your tone, style and language to make a genuine connection with customers while reflecting each client’s brand. If multi-tasking isn’t your thing, neither’s this job.

**What will you be doing?**

This job is all about taking incoming calls on behalf of our clients and using your initiative and training to solve people’s problems and make them smile, while using a number of IT systems.

**Where is it?**

You’ll be working 35 hours a week over weekday and weekend shifts from our office in Norwich (NR1), near John Lewis.

**What do you get?**
- Starting annual salary of £18,964 (£10.42 per hour, rising to £11.44 after 1st April) with opportunities for overtime and bonuses.
- 5 month fixed term contract, with the possibility of permanent contracts.
- Free days out and enviable discounts with some of our clients.
- Unrivalled experience, transferrable to any future career.

**The role in more detail**:
To provide exceptional support to our clients and their customers over the phone; to confidently reflect clients’ individual brand objectives and resolve queries at the first point of contact.

**Duties and Responsibilities**:

- To act as the first point of contact for our clients’ customers, effectively managing requests, answering queries, and taking responsibility for processing each enquiry through to a satisfactory conclusion within established parameters.
- To ensure that all activities meet or exceed internal and regulatory requirements, and productivity, efficiency, and quality targets.
- To maintain a thorough understanding of complex processes, specialised skills and technical knowledge by fully utilising various software systems and CRM (Customer Relationship Management) utilities.
- To proactively liaise with other members of staff where complex issues require additional assistance.
- To maintain accurate, up to date, and appropriate records, undertaking administrative duties as required.
- To take payments in accordance with relevant rules and regulations.
- To demonstrate a genuine desire to help, confidently handling a range of different situations and reacting with tact, diplomacy, and empathy to diffuse potentially tense confrontations in a positive and calm manner.

**Key Skills and Requirements**:

- Outstanding verbal, listening, and written communication skills with the proven ability to establish and maintain excellent relationships at all levels.
- The versatility to reflect multiple clients’ brand and service requirements while utilising a range of communication, software, and CRM systems.
- A proactive desire for self-improvement and personal development.

**Job Types**: Full-time, Fixed term contract
Contract length: 5 months

Pay: £18,964.40-£22,420.21 per year

**Benefits**:

- Employee discount
- Life insurance
- Referral programme

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Application question(s):
**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person