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- Tasks: Engage with customers through various channels to provide support and resolve enquiries.
- Company: Join a dynamic public sector team in Sunderland focused on excellent customer service.
- Benefits: Enjoy immediate start, great team culture, and comprehensive support.
- Other info: Ideal for high school and college students looking for flexible work opportunities.
- Why this job: Be part of a varied role that enhances your communication skills and makes a real impact.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 24000 - 36000 £ per year.
Rewards and Benefits on Offer; * Immediate start date. * Varied and interesting job role. * Great resources. * Great team culture. * Any support required is provided. The Company you will be working for; We are proudly representing our public sector client based in Sunderland. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below. The Job You’ll be Doing; * Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media. * Communicate, verbally and in writing, specific knowledge of the business and partner services to resolve enquiries at the first point of contact. * Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes. * Act as the ‘front door’ for colleagues and partners, including meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider. * Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT * Provide support and assistance to local campaigns, events and programmes. * Escalate and refer any challenging or complex enquiries and/or complaints to Management * Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience * Make sure contacts and decisions are made in accordance with service standards * Influence others to adopt policies and courses of action when working with customers to resolve enquiries About You; * Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone. * Listening and responding to customer needs, acting upon and processing service requests. * Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact. * Responding to enquiries using telephone, web, email, face to face and any other communications channel that becomes available as technology and ways of working develop. * Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service. * Suggesting improvements to customer service, systems and procedures, to help us to continuously improve * Contributing to, developing and maintaining positive customer relationships, including managing challenging behaviour and hostility. * Managing your own workload and the expectations of the customer. * Logging comments, compliments and complaints in accordance with the company’s procedures. * Ensuring customer contact is in accordance with the Customer Charter and appropriate service standards. * Vigour – Works at a fast pace, copes well with higher levels of workload
Inbound Call Handler employer: MTrec Ltd Commercial
Contact Detail:
MTrec Ltd Commercial Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Inbound Call Handler
✨Tip Number 1
Familiarise yourself with the company’s values and mission. Understanding what drives our public sector client in Sunderland will help you align your responses during any interviews, showcasing that you’re not just a fit for the role but also for the company culture.
✨Tip Number 2
Practice active listening skills. Since the role involves communicating with customers through various channels, being able to demonstrate your ability to listen and respond effectively will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've handled customer enquiries in the past. Think about specific situations where you resolved issues or improved customer experiences, as these anecdotes can illustrate your capability in the role.
✨Tip Number 4
Show enthusiasm for the role and the team culture. During any interactions, express your excitement about joining a supportive team and contributing to local campaigns, as this will highlight your commitment to the position.
We think you need these skills to ace Inbound Call Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise skills such as communication, problem-solving, and the ability to handle enquiries across various channels.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role. Mention specific examples of how you've successfully resolved customer issues in the past and how you can contribute to the team culture.
Highlight Relevant Skills: In your application, clearly outline your skills related to listening, responding to customer needs, and managing workloads. Use keywords from the job description to demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at MTrec Ltd Commercial
✨Showcase Your Communication Skills
As an Inbound Call Handler, effective communication is key. Be prepared to demonstrate your ability to convey information clearly and concisely, both verbally and in writing. Practice common customer service scenarios to showcase your skills.
✨Emphasise Active Listening
Highlight your active listening abilities during the interview. Share examples of how you've successfully assessed customer needs and responded appropriately. This will show that you can build rapport and enhance the customer experience.
✨Demonstrate Problem-Solving Skills
Prepare to discuss how you've handled challenging situations in the past. Provide specific examples where you resolved customer enquiries at the first point of contact, showcasing your ability to think on your feet and find solutions quickly.
✨Familiarise Yourself with the Company
Research the public sector client and their services before the interview. Understanding their mission and values will help you align your answers with what they are looking for, demonstrating your genuine interest in the role and the organisation.