Role
Customer Experience Agent - Part-Time
We are looking for enthusiastic, dedicated, and customer-focused Customer Experience Agents to join our newly refurbished Customer Experience Contact Centre based in Falkirk. As part of the Customer Experience Team, you will be the first point of contact for all customers contacting Peoples via telephone or live chat. Our key role is to make it easy and convenient for them to do business with us. We are a close-knit team, and because of this, you can make a real impact on our customer journey — you are not just a number with Peoples! We pride ourselves on putting the customer at the heart of everything we do, and our Customer Experience Team plays a vital role in handling all customer enquiries.
Responsibilities
- Deliver excellent customer experience across every customer touchpoint, including inbound and outbound calls.
- Upsell and promote a range of products/services to existing customers.
- Manage MOT and Service reminders, and conduct Service follow-up calls to ensure appointment targets are achieved.
- Promote and book ad-hoc and seasonal service marketing initiatives (e.g., winter health checks).
What You’ll Have
- Previous customer service experience with the ability to deliver 5-star customer service on every occasion.
- Ability to promote and upsell additional products/services is highly desirable.
- Experience within a contact centre environment is desirable.
- Excellent telephone manner, communication skills, and organisational skills.
- Ability to work well within a targeted environment.
Hours
Part-time role (3 days per week) during the department\'s opening hours:
- Monday to Friday: 8am to 6pm
- Saturday: 8.30am to 5pm
- Sunday: 11am to 5pm
- At least one of your three working days will be at the weekend.
Rewards and Benefits
- Basic salary of £12.21 per hour with the opportunity to earn performance-related bonuses, paid quarterly.
- Excellent training and development through the CX Skills Development Strategy.
- Additional monthly uncapped bonus earnings for upselling products.
- Discounts on all company products and services, including friends and family discounts.
- Instant access to the Peoples Refer a Friend programme, which rewards you for recommending friends and new customers.
- Access to Peoples Rewards with online retail discounts and no spending limits.
- 30 days annual leave, inclusive of bank holidays.
- Access to our Employee Assistance Programme.
At Peoples, we value your individuality, potential, and values. We are an inclusive employer, welcoming everyone to be their authentic selves at work. Inclusivity and respect are central to our business.
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