Contact Centre Advisor
Found in: Talent UK C2 - 2 weeks ago
Contact Centre Advisor
Location: Bristol, Head Office
Salary: £23,423 per annum, plus bonus and benefits
Hours and Shifts: Monday - Sunday (working 1 in 4 weekends), 7.5 hours a day between 8am - 8pm (rotating shift pattern)
The Role
Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you`ll be an essential part of a highly skilled team, assisting internal and external customers with a wide range of queries, helping our students to navigate day-to-day life in their home.You`ll also help to provide knowledge and insight to the rest of the business, so that we can continue to improve our customers` experience with uS.
It`s an exciting and rewarding place to be, working as part of a lively team and in an environment committed to supporting your success as well as our students`. In return, you will receive great pay, training, competitive benefits, lots of opportunity to progress, and the support of a friendly and experienced team.
What You`ll Be Doing
Handling a wide range of customer queries, including: Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests Interacting with our customers through a variety of channels; including phone, webchat, social media and email Representing our customers` voice at all-levels, proactively seeking opportunities for improvement to prevent future customer service failures. Reporting any issue which prevents progression of normal duties to internal support teams (such as our IT Service Desk) and/or Team Leaders and Managers as neededWhat We`re Looking for in You
A solution-focused, customer orientated individual, showing enthusiasm for making our customers feel supported when they need us Previous customer service experience and/or excellent written and verbal communication skills Ability to remain patient, calm and logical under pressure and during challenging interactions Ability to organise & prioritise workload in a fast-paced environment Target-driven and keen to perform to our department`s Key Performance Indicators and Service Level AgreementsWhat You`ll Get in Return
A discretionary annual bonus so you can share in the company`s success 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service A generous pension scheme - employer contributions between 5% and 11% depending on how much you save Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more
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