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Call Centre Advisor Night Shift

2 months ago

Leeds, United Kingdom OCU Full time

OCU Group are experiencing a significantamount of growth throughout 2024.

This hascreated an exciting opportunity for a Call Centre Advisor to joinour team in Leeds Seacroft.

The purpose of therole will be to act as the liaison between our company and ourcurrent and potential customers. The successful candidate will beable to accept ownership for effectively solving customer issuescomplaints and inquiries keeping customer satisfaction at the coreof every decision.

OfferingSalary:% shift allowance27500

Please beaware the working hours are: 23:00pm07:00am

Thisposition will require the successful candidate to work bankholidays and weekends including Christmas and NewYear.

Duties andResponsibilities:

CustomerInteraction:

  • Answer inboundcalls/emails and respond to customer inquiries in a professionaland courteous manner.
  • Make outbound calls tocustomers as required for followups or serviceupdates.

IssueResolution:

  • Identify and assesscustomers needs to achieve satisfaction.
  • Provide accurate valid and complete information by usingthe right methods and tools.
  • Handle customercomplaints provide appropriate solutions and alternatives withinthe time limits and follow up to ensureresolution.

DataManagement:

  • Record details ofcustomer interactions comments and complaints.
  • Process orders forms applications andrequests.

TeamCollaboration:

  • Work closely with teammembers and other departments to resolve complex issues.
  • Participate in team meetings and training sessions toimprove skills andknowledge.

PerformanceTargets:

  • Meet personal/teamqualitative and quantitative targets.
  • Strivefor continuous improvement and take responsibility for achievingperformancetargets.

Skill andExperience:

  • Excellentcommunication skills both verbal and written.
  • Strong active listening skills and ability to empathisewith customers.
  • Ability to multitaskprioritise and manage time effectively.
  • Proficiency in computer applications including MS Officeand CRM software.
  • Previous experience in a call centre or customer servicerole.
  • Ability to work under pressure andhandle challenging situations calmly andeffectively.

CompanyInformation:

Established in 1994OCU Group is one of the fastest growing utility engineeringcontractors in the UK with a long successful track record indelivering customerfocused civil engineeringsolutions.

Working directly with many of thecountrys leading bluechip power water telecoms and rail clients weare looking for the very best talent to join our growingteam.

We pride ourselves on empowering ouremployees and offering opportunities for them to take control oftheir own personal development and career progression in asupportive environment.

We believe that beingsuccessful is a choice.

We choose to besuccessful.

We are OCU One CompanyUnited.

We celebrate difference andappreciate diverse backgrounds. We encourage everyone who join usto be themselves at work and create inclusive teams in ourworkplace.