Customer Contact Centre Advisor, 1st Floor, The Yard

Customer Contact Centre Team Member 2 x Permanent Positions - Full Time - 40 hours £26,665.60 p.a. Positions will be working over a 7 day 6 weekly rotational shift pattern with a mixture of rota days off and weekend working. The hours of operation are between 8.45am - 8pm Mon to Sat, then 10.45am - 8.00pm Sun with shifts set a week in advance. Overtime is offered as and when required.

As part of our Customer Contact Centre Team, you will offer the highest standards of customer service and care. This role is both fun and challenging, taking responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in our Contact Centre with an ever-changing programme of events. Reporting to the Contact Centre Team Leader, this role is office based at The Yard, Gill Bridge Avenue, Sunderland.

You will ideally have:

• Great teamwork skills
• Great written communication skills as all customer contact will be via email and verbally via calls
• A passion for delivering great Customer Service

Key responsibilities:

• Handle all inbound and outbound customer calls to provide excellent customer service and deal efficiently with customer feedback.
• Sell tickets for ATG Entertainments venues, productions, events, education activities and loyalty schemes.
• Upsell the ATG+ Scheme and various retail packages to meet company and individual targets.
• Handle customer email queries and complaints accurately, ensuring the customer remains at the heart of each interaction.
• Ensure all enquiries and complaints are answered within the agreed timeframe.
• Keep up to date knowledge of productions, events, education activities, loyalty schemes and retail packages to drive best in class customer satisfaction scores.
• Attend departmental/team meetings and training courses as required.
• Administer all payment transactions accurately to minimise loss of income and fraud.
• Collect patron data in accordance with company guidelines regarding the Data Protection Act.
• Adhere to ATG Entertainments Risk policies to minimise the risk of accident and injury.
• Identify service problems, feedback, and recommend solutions.
• Perform all duties efficiently and with high attention to detail.

Your skills, qualities, and experience:

• Experience working in a call centre.
• Experience with Microsoft Office.
• Effective communication skills.
• Ability to relate well to others.
• A great work ethic and care about quality.

About Us - Our values:

• THRIVE doing what we love (with passion and dynamism).
• CONNECT through every act (with collaboration and kindness).
• DARE to do different (with curiosity and courage).
• PERFORM at our best (with customer focus and ownership).

Our Corporate Social Responsibility pillars include:

• Inclusion: Creating and upholding a positive, inclusive culture.
• Sustainability: Reducing our environmental impact.
• Next Generations: Encouraging the next generation in live entertainment.

Our culture encourages participation in the life of the company, with opportunities to collaborate across the business. We expect flexibility and adaptability as the needs of the business change.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone: We strive to make our venues beacons of diversity and equality. We welcome applications from individuals from the widest possible range of backgrounds and particularly encourage applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, offering support to candidates with disabilities and long-term health conditions.

Salary: £12.82

Closing Date: