Contact Centre Advisor

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What's in it for you?

• 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
• Hybrid working options.
• Enhanced Maternity and Adoption leave.
• 24/7 free and confidential employee assistance service.
• Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
• Share Incentive Plan.
• Life Insurance (4 x annual salary)
• Pension matching scheme (upto 5% of salary)
• Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.

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What's the role?

As a Contact Centre Advisor you will play a crucial role in supporting our Clients through engaging, quality conversations with our customers through a combination of outbound calls, inbound calls and digital conversations in order to secure a booking for our product.

You will operate in a fast-paced environment where change is embraced, and we work together to achieve our objectives and associated targets living our company Vision and Values.
 

Key responsibilities:

• Working on a blended outbound dialler to contact customers to have quality conversations and effectively handling any customer objections, in order to secure bookings
• Taking inbound calls in order to answer queries from our customers and secure additional bookings
• Using our company systems and defined scripts to remain compliant in all conversations with our customers
• To understand all specific customer requirements which will enable the secured booking to fully complete
• Where a booking has not been able to go ahead, effectively re-engage with our customer to secure a new booking which will fully complete
• Positively engage in coaching with your Team Leader to review performance, customer experience, booking outcomes and your personal contribution to company objectives and targets
• Work collaboratively with colleagues across the Contact Centre and the wider teams to maintain strong relationships and share best practise
• Have a solution focused approach to our ways of working and seek to identify continuous improvement opportunities

• Monthly bonus based on KPI performance linked to productivity & quality

Contact Centre hours are covering 08:00-20:00 Monday to Friday and Saturday 09:00-17:00 , on a 40 hour per week contract.  Candidates must either be available to work evenings, during the week or be available for weekend work. Shifts will be discussed at interview.

To be considered for this role, we would love you to have:

• Experience working in a fast-paced, customer focused environment
• Experience working in a contact centre, either outbound or inbound would be advantageous, although is not essential
• Computer literacy is essential
• Efficient, engaging, concise and clear communication skills both verbally and in writing
• Ability to work as part of a high performing team
• Ability to work well under pressure delivering against objectives and targets set
• Have a natural ability to react to and resolve issues through a solution-based approach

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