Contact Centre Advisor
3 weeks ago
Working Hours and Shift Pattern;
5 x 8 hour shifts a week (37.5 paid hours) Mon - Sun (1 in every 4 weekends, Sat & Sun) Rota between 8am - 8pmPurpose of the Job:
Our Contact Centre is a vital part of central operations within Unite Students. We provide a 24/7 service to our students and employees, handling webchat, social media, phone and email queries. We might be helping students find their perfect home, or with field operations teams in emergency situations. We support with all aspects of living with us. Our Contact Centre is a vital part of our organisation, it`s an exciting place to be and you`ll be working in an environment committed to supporting your development and our customer`s success.
You will be based in our Contact Centre at our Head Office, South Quay House. You will work alongside the Advisor and Leadership team across a variety of channels and tasks. Your Team Leader will agree with you what the focus of your shift will be; a variety of work, training and skill-sets will be covered; giving your variation in how you work and the opportunity to develop your career at Unite Students.
Who we are looking for
We are looking for solutions focussed, customer-orientated individuals You`ll be enthusiastic about delivering great customer service You`ll be adaptable, with the ability to work across a range of customer-impacting disciplines; from accounts queries, to emergency support You`ll be someone who can deliver high-quality interactions and commit to taking ownership of any issue and utilising all available resource to resolve them first time You`ll be target-driven and ready to perform to our departments Key Performance Indicators and Service Level Agreements You`ll have a great team-spirit, understanding of the impact your personal-adherence and work has on our team and customer`s success You`ll be striving to be better and achieve to your full potential, based on detailed feedback to support your ongoing development You`ll be able to support others when dealing with high-profile and emergency incidentsWhat you`ll get in return
An annual bonus so you can share in the company`s success Academy supported life-long learning to build your skills and enhance your career 25 days` paid holiday Pension scheme - based on how much you save, we`ll contribute 1% more Shared Parental Leave - 18 weeks full pay We`ve earned a Gold award for Investors in People, so you`ll be working for an employer who really cares about you and your career Other benefits include, Sharesave, Bike to Work, Charity Match, amazing discounts and moreEssential
Excellent written and verbal skills Confidence in speaking with people over the phone; a clear and articulate telephone manner Ability to remain patient, calm and solutions focussed during challenging interactions Ability to work as part of a rota, including evenings and weekendsDesirable
An understanding/background in providing services to students An understanding of contact-centre systemsCompliance
Ensuring that Health and Safety legislation is adhered to at all times Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements. Delivering central processes and conducting all duties in line with Unite Students policy and procedure Ensuring incidents are reported via the correct channels Ensuring a safe and secure environment at all times Fulfilling the varied administration and auditing requirements
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