Call Centre Operative

2 weeks ago

London, United Kingdom Aston Group Full time

**Call Centre Operative - 1 Year Fixed Term Contract**

**Salary: Competitive**

**Benefits**:

- 22 days holiday per year in addition to Holidays and birthday off after one year of service
- Pension with 4% salary sacrifice scheme and employer contribution
- Death In Service benefit of 4x salary

**Location: Based at 195 Wood Street. E17 3NU**

Aston Group is a leading Building Services and Facilities Management company for commercial and residential clients. We are an established, family run, privately owned business that has been setting standards for efficiency, innovation, and quality for over58 years.

We are currently looking to recruit a Call Centre Operative to join our team on a one year fixed term contract. This is a full time role.

**The Role**

As our Call Centre Operative, you will be responsible for the following duties:

- Receive incoming calls from customers and deal with their queries effectively and efficiently, logging all calls onto Accuserv
- To make outgoing calls to customers and book appointments with tenants
- Act as a primary contact for customers using agreed procedures to ensure that accurate and concise information is captured and recorded
- Ask effective and probing questions to understand the underlying customer needs
- Take responsibility for communicating clearly to colleagues when assigning call information to team members
- Promote an efficient and professional image to all customers, both internal and external maintaining a high standard of customer service at all times
- Deal with complaints in accordance with agreed procedures to ensure they are assigned and resolved within agreed timeframes
- To meet targets and objectives in line with company minimum standards these include; average handling time, answering calls within 3 rings
- To undertake photocopying and scanning
- To ensure office equipment is maintained
- Responsible for ordering of stationary and other office supplies

Working hours will be Monday to Friday, 08:00 am to 17:00 pm, and flexibility with working hours is essential, as overtime will be required from time to time.

To be considered for our Call Centre Operative role, you will have the following skills and experience:
**Qualifications**:

- English and mathematics to GCSE Level or equivalent as a minimum
- Computer literate - Must be competent in using Microsoft Outlook and Microsoft Office
- An administrative qualification is desirable but not essential

Experience
- Administration experience in a busy office/customer focused environment

Skills/Knowledge
- Ability to provide exceptional customer service, committed to customer satisfaction
- Ability to deal with upset and angry customers in an appropriate calming manner
- Self-motivated, flexible, and enthusiastic
- Excellent written & verbal communication
- Good attention to detail & committed to constantly improving quality of work
- Ability to work well under pressure and work to tight deadlines
- Adaptable and able to find solutions
- Excellent planning and organisation skills
- Able to work as part of a team
- Understanding of Data Protection & office confidentiality

**NO AGENCIES PLEASE

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