Contact Centre Advisor
Location: Hemel Hempstead (hybrid 2 days office/3 days home after successfully completing training period - 8 weeks)
Contract: Permanent, Full Time (35 hours per week)
Salary: £26,542.00 (salary increases after probationary period (4 months) + again up to £28,336 after 1 year service) + great benefits
Shift patterns between 8am - 6pm Monday to Friday
Start Date: 10th August
This is an exciting opportunity for an experienced Contact Centre Advisor to join my Hemel Hempstead based client.
Responsibilities
- Manage Customer expectations and develop relationships with key stakeholders
- Talking to customers about their contract and getting an understanding of next steps
- Manage and coordinate customer interaction, in line with agreed processes and SLAs.
- Effectively manage the customer experience to ensure that issues are resolved efficiently.
- Promote the brand at all times by providing a customer centric experience.
- Escalate complex issues and queries to Manager.
- Liaise with and act as a central point of contact for customers and internal teams to achieve departmental KPIs and SLAs.
- Maintain the consistency and accuracy of all data input into department databases.
- Build knowledge of customers.
- Prepare and produce management information as required.
- Continually look for ways of improving agreed departmental KPIs to enhance the customer experience.
Key Skills and Experience
- Previous experience of using company systems
- Previous experience of working with customer facing teams or in a customer services environment
- Demonstrable specialised knowledge/skills in a customer contact area
- Ability to plan and prioritise multiple activities
- Is aware of the commercial impact of own decisions/actions
- Good problem-solving skills with experience of resolving complex problems
- Experience in customer services excellence, with a clear focus on providing excellent customer service to clients and stakeholders
- Experience in working collaboratively with internal and external teams
Benefits
- 4 x Salary Life Insurance
- Pension Scheme up to 8% employer contribution
- 33 days holiday which includes bank holidays
- Day off for birthday
- 24/7 GP Access
- BUPA Private healthcare for the employee and their immediate family
- BUPA Wellbeing Cash Plan
- Voluntary Dental Plans
- Cycle to work scheme
- Rental Deposit Loan Scheme
- Tea, coffee and fruit in the office
- Modern working environment with flexible working arrangements
- Events, summer barbeques, Christmas parties, regular pizza lunches etc
- Reward Gateway discount scheme
Contact Centre Advisor in Hemel Hempstead employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
