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Contact Centre Customer Service Agent

4 months ago

Leicester, United Kingdom Bellrock Property and Facilities Management Full time

Contact Centre Customer Service Agent


At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

As part of our continued growth, the opportunity has arisen for the Contact Centre Customer Service Agent based in Head Office, Leicester. The key purpose of the role to undertake client specific duties and ensure the smooth running of the department by answering calls and emails in a timely and efficient manner, to provide an excellent level of customer service through all communication channels.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Customer Service Agent with Bellrock, you’ll do it by

  • Answering calls from specific clients and contractors in accordance with the agreed procedures on which performance will be measured

  • Raising maintenance/security/Health & Safety orders via the Bellrock computerised databases following agreed procedure on which performance will be measured

  • Monitoring jobs already logged onto the system to ensure that the Contractor has attended the clients site within the agreed SLA

  • Obtaining authorisation as appropriate for works exceeding set guidelines

  • Using email to inform and receive instruction

  • Dealing with emails relating to order/quote approvals and queries from Contact Centre Agents and Contractors

  • Monitoring overdue orders through to completion

  • Ensuring set performance targets and KPI’s are met

  • Managing and resolve customer complaints

  • To ensure compliance to all relevant statutory duties under the Health and Safety at Work Act, details of which are listed within the Company’s Health and Safety Policy

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Customer Service Agent, you’ll need

  • Computer literate

  • Good decision maker

  • Good Problem solver

  • Excellent customer service and communication skills

  • Comfortable engaging with customer via telephone and email

  • Great Listening Skills

  • Advanced Data Entry Skills

  • Effective communicator across all levels

  • Experienced Customer Service Advisor and Customer Focused

  • High Attention to Detail

  • Professional attitude towards colleagues and clients

  • Strong ability to Multi-task


Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from the Head Office in Leicester, LE1 6LP and working 37.5 Monday to Friday. Shifts Between 8am - 6pm.


What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)

Salary exchange pension scheme

Life cover

Paid sick leave

LifeWorks employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work and Techscheme

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

Healthcare Cashplan

MotorSave Scheme

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Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.


Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

Apply today.