Customer Contact Advisor

ICC Visitor Reception
- ICC Event Admin Support
- ICC Switchboard Phone Lines

You will be seen as an expert in customer contact services (both front & back of house) in line with customer excellence standards achieving & exceeding contractual KPI’s and PMS. You will have clear and effective communication skills both verbal and written.

**Main Duties**:

- To carry out tasks and functions within the Customer Contact Team support operation as detailed.
- To provide support and service for the ICC Reception
- To deal with customer enquiries for all incoming phone lines in accordance with service levels and quality standards.
- To be the first point of contact for customers looking for help or information.
- To deal with both internal and external customer enquiries in an efficient and professional manner.
- To manage relationships with all relevant customer groups and ensure all records are maintained appropriately
- To comply with all company policies and procedures including regulation, legislation and compliance
- To adhere to the correct utilisation of key systems and quality standards
- To work collaboratively and build relationships with all teams and suppliers in the achievement of a seamless and excellent end to end customer experience.
- To ensure that any confidential information is handled with integrity, sensitivity and in a professional manner at all times.
- Occasional use of the Parking System for visitors and guests.
- Any other relevant event administration duties.

**To be successful, you will need**:

- Experience of working in a call centre, reception or customer service orientated environment
- Experience of working with on-line systems
- Technically able to utilise a variety of computer systems and processes to effectively achieve objectives
- Highly motivated with a positive outlook
- Exceptional customer service skills
- Ability to interact with others, having good social skills
- Able to prioritise workloads and demands to achieve the best results
- Resilient and resourceful with good organisational skills
- Build excellent working relationships (both internally and externally)

**What will you get in return?**
- Free Parking
- A pension scheme
- to save for the future - eligibility rules apply
- Access to high street discounts
- Access to low interest loans
- Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
- Training and Development
- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
- Long Service Awards
- Cycle to work scheme
- discounted bicycles
- Access to our Employee Assistance Programme
- 24-7 Wellbeing Support

**Why join OCS Group Ltd?**

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities. We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS. Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer.