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Call Centre Advisor

4 months ago

Manchester, United Kingdom Sunbelt Rentals Careers Full time

About The Role

CUSTOMER SERVICES - IT’S A PEOPLE THING

Are you someone who can start a conversation in an empty room? One of those people who always manages to get things done, no matter how much there is to do? If the answer is yes and yes, there’s a place in our Customer Service team for you.

It’s not about what you know. It’s who you are. As a Call Centre Advisor you’ll be doing one of the most important jobs in our business looking after our customers. Which means building relationships, getting to know what they do, how they do it, and most importantly, how we can help them do it better.

In the role you will be working in one of our customers centre, where your key responsibilities will include:

Triage incoming enquires and ensure the customers enquiry is managed appropriately  Manage customer orders and queries in accordance with Sunbelt Rentals company procedures and processes and to the customers SLAs. Maintain accurate and detailed records of customer interactions, transactions, and feedback. Deliver accurate and timely hire contact administration throughout the entire hire process according to agreed SLAs. Identify and resolve customer problems by investigating issues, developing solutions, and ensuring resolution or escalating as per the company’s escalation procedure. Collaborate with and build strong relationships with all key stakeholders across the business, maintaining strong communication channels. Gather and analyse customer feedback to identify areas for improvement. Contribute to the development of customer service policies and procedure. Ensure all reporting / administration required is accurate and on-time  Working shift patterns between 7am to 7pm, based in Chadderton/ Wythenshawe This would be a fantastic opportunity for individuals from a customer service environment, ideally with industry experience, who would like to see and feel the impact of their work in a hands-on, highly operational, service-focused business.

What can we offer you in return? You’ll be joining a highly successful FTSE100 company, the UK’s largest equipment rental provider. We provide an Industry leading flexible rewards package including generous holiday allowance (with the opportunity to buy and sell annual leave), life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

About You

If you join the team we’ll provide you with everything you need and ensure you are equipped for success. We’ll talk to you about your training and personal development needs and what you’d like to do to further your career and support your future aspirations. 

To succeed in this role you will bring the following skill-set and behaviours:

Proven customer service experience Experience of working in a call centre 
Experience of working to KPI's Proficiency in using customer service software, CRM systems, and other relevant tools. Exceptional communication skills including negotiating and influencing. You’ll have the ability to engage and build relationships with both internal and external customers Comfortable using your own judgment and initiative to make decisions in line with our company policies and pricing structures An effective team member with a highly supportive, collaborative approach A flexible and adaptable approach, you’ll enjoy a varied work day in a fast-paced operational environment where you’ll manage multiple tasks, deadlines and targets whilst maintaining high standards of accuracy A commitment to continuous improvement, puts forward and acts on suggestions to improve processes and service levels A good level of computer literacy in MS Office packages. You’ll embrace learning new IT systems and enjoy making the most of technology in your job role