Call Centre Agent

The primary purpose of the role is to deliver service excellent for both the company and its customers by working in our Customer Contact team.

Hours/Shift Pattern

8.00am-5pm, 9.00am-6pm and 11.00am-8pm

If you opt for a 30 min lunch you would start 30 mins later unless on an early shift

Benefits:

Uncapped monthly commission.

Option of 30min or 60 min lunch agreed when you start

Life Insurance

Pension Contributions of 3% after 3 months

5 weeks holiday (we do have Xmas shut down)

This is a key customer facing role predominantly telephony based helping to assist our clients and their customers find the right solution to manage their outstanding utility bills and arrears. You will also assist our agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls.

The role is located in our Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services we provide.

In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.

Key Responsibilities and Duties

Complete team workloads including but not limited to the following:

Answer incoming calls from our clients’ customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients’ criteria.

Answer incoming call to assist our field agents in dealing with our clients’ customers.

Assist our clients’ customers with their general queries.

Make outbound calls to our client’s customers to attempt to establish contact.

Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.

Liaise directly with our clients to establish the correct resolutions for their customers.

Cover team workloads to a sufficient level during staff absence to ensure our clients receive a consistent service.

Manage calls within the company agreed quality framework

Drive own performance to achieve required Key Performance Indicators

Work in collaboration with other contact centre agents to ensure overall team service levels are achieved.

Skills and Experience

Essential:

Minimum 18 months previous experience working in a call centre/customer contact centre

Organised and can accurately follow protocols to deliver a high and consistence service.

Active listening and ability to summarise conversation to customer

Adaptable, flexible, and react positively to change.

Good work ethic with the ability to work within defined timescales.

Polite, patient, empathetic and understanding of people’s personal circumstances.

Approachable and self-motivated.

Able to work in a team environment and be able to multitask.

Proficient in Microsoft Office, and able to adapt to custom built CRM systems.

Proven track record of achieving targets and / or Key Performance Indicators

Desirable:

Able to plan and efficiently manage own workload.

Previous experience in the debt resolution and collections process.

Initiative and independence

Personal resilience

*** The above is not an exhaustive list but an outline of your duties. All employees need to be aware that they may be asked to perform tasks and be given responsibilities as reasonably requested by management.

Key Relationships

Internal

Customer Contact Manager

Customer Contact Team Leaders

Company Training Manager

Court & Warrant Team

Client Services Team

Quality Assurance Team

Field Agents

External

Our Clients

Our Clients Customers

Core Competencies

Effective communications skills

Speed and accuracy

Empathy and emotional intelligence

Problem Solving

Teamwork

Other Information

This is presently an office based full time role with a competitive salary, pension, and life insurance. Some travel may be required with the role.

When required due to levels of workload or key tasks you may be requested to work overtime, which is part of your contract.

You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check

Compliance Responsibilities

Adhere to all Company Policies and Procedures contained in the Codes of Conduct, Information Security, Environmental, Health and Safety and Quality Management Systems

Report any Health & Safety, Quality, Information Security, Environmental and Business Continuity & Disaster Recovery incidents to your supervisor/line manager