Customer Service Agent in Chorley

Parkingeye’s company culture is amazing and our Great Place to Work® Certifications proves it! Parkingeye is an advanced provider of a wide range of parking solutions to support businesses whilst working ethically with our motorists. We offer smart, flexible and integrated car park management solutions to help increase parking revenue, reduce car park abuse and improve customer satisfaction.

We are keen to hear from experienced contact centre professionals wanting to provide fabulous telephone based customer service. Parkingeye’s Customer Service Team provide a professional best-in-class service to all our customers, whether internal, client or external. As a Parkingeye Customer Service Agent, you will represent the company by being the first point of contact our customers have dealing with their telephone enquiry using your training, telephony and customer service skills.

The perks at Parkingeye:

• Salary of £24,439.03
• Permanent role working 37.5 hours per week
• Great working hours: flexible working patterns are available
• 23 days holiday (plus Bank Holidays) rising with length of service
• Pension Scheme
• Life Assurance
• Employee Assistance Programme
• Mental Health First Aiders and Health and Wellbeing Champions
• Discounted Gym Memberships and lots of other free benefits
• Cashback scheme for medical costs
• Weekly/Monthly Incentives
• Dress down days in the Office and Company funded events
• Free onsite parking at Head Office

Key Duties:

• Managing large amounts of calls in a timely and effective manner, while treating all customers to our high standards
• Identifying customer needs
• Researching customer problems using our internal back-office system
• Providing the right solutions to customers
• Recording accurate, timely and professional notes within the company systems to reflect all customer conversations using our internal back-office system
• Meeting targets relating to the quality of conversations you have with customers
• Patiently listening to callers and providing them with accurate, helpful guidance
• Ensuring all calls are answered within the required SLA
• Remaining up to date on the GDPR requirements of your role
• Work with your Team Leader and management team to maintain best practice and continuous improvement
• Attending training sessions to continuously improve your knowledge and performance
• Escalating problematic issues that cannot be resolved to your Team Leader to improve services to our customers.

Qualifications and Experience:

• A background in a customer service environment is desirable, this doesn’t necessarily have to be in a call centre environment, but that is preferable
• Demonstrating effective communication skills, especially listening, as that will allow you to ask better, more relevant, questions of customers
• Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with customers
• An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example
• Proficient IT skills, including sound knowledge of MS Office and database input

Personal Attributes/Skills:

• Demonstrating an interest in people and providing a great customer service
• An interest in learning and continuous improvement
• A problem-solving and can-do attitude
• The ability to remain calm and polite when dealing with complaints or challenging clients
• Ability to work both collaboratively with the team and as an individual
• Being patient
• Excellent telephone manner
• Excellent communication skills both written and verbal
• Be well organised and able to prioritise own workloads
• Ability to work to deadlines and achieve targets
• Be adaptable and flexible towards meeting the needs of the business
• Customer-focused, show incredible interpersonal skills and have a genuine and positive attitude
• Excellent attention to detail and admirable organisation skills in order to multi-task on a daily basis
• You’ll show great initiative and be a highly supportive team member to help the wider team
• Demonstrating the Parkingeye Blend Values of Be Passionate, Let’s Innovate, Embrace Collaboration, Nurture Trust and Drive Excellence

Parkingeye is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.