Call Centre Agent

Are You Ready to Be the Friendly Voice of Parking Solutions?

**Chipside Limited**, part of the **Unity5 group**, is looking for enthusiastic and customer-focused individuals to join our relaxed and friendly Call Centre team as **Call Centre Agents**in our Abercynon office.

You will be the vital **first point of contact** for clients across the country, helping them with everything from paying for parking to managing complex parking permits. This role is a fantastic opportunity to start a career in a supportive environment, with a clear path for growth and development within the wider group
- **What You'll Be Doing**:_

Generalist Responsibilities:

- Quickly and efficiently answer customer calls, meeting our target service level agreements (SLAs).
- Process payments for parking sessions and encourage customers to register for online accounts for easier long-term management.
- Make necessary changes to existing parking sessions when customers call with issues.
- Handle complaints and escalations professionally, working closely with supervisors.
- Utilise our internal knowledge centre to become an expert on customer set-up and permit rules.
- Process changes and payments for new and renewed parking permits.
- Collaborate with supervisors, sharing ideas for product and service improvements to keep customer satisfaction at the core of our operations.

**Specialist Responsibilities (as you develop)**:

- Manage customer queries coming in through the general inbox, especially those related to permit set-up and purchase.
- Ensure the correct management of proof of address/identity to accurately allocate permits.
- Become a customer knowledge expert, specialising in specific client processes to support and guide the wider team with complex questions.
- **What We're Looking For**:_

**Required**:

- Welsh & English speaking.
- A genuine passion for customer experience and service.
- The ability to work efficiently and meet call targets in a busy, fast-paced environment.
- A confident and clear communicator.
- The ability to handle issues and complaints with professionalism and empathy.

**Desired**:

- Previous experience in a parking call centre.
- Confidence in using various systems and technology.

As part of the Unity5 group, we value our team and offer excellent benefits and opportunities:

- Overtime options or the ability to accrue Time Off In Lieu (TOIL).
- A comprehensive Wellbeing Programme.
- Additional benefits including healthcare credits and a company pension scheme.
- Clear career progression opportunities across the Unity5 group in areas like support, configuration, implementation, account management, product, and development.

**Job Types**: Full-time, Permanent

Pay: From £22,500.00 per year

Work Location: In person