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- Tasks: Help customers manage their utility bills through inbound and outbound calls.
- Company: Join a supportive team at Richburns in Romford.
- Benefits: Competitive salary, 40-hour work week, and a dynamic office environment.
- Why this job: Make a real difference by assisting clients and their customers with tailored solutions.
- Qualifications: 18 months call centre experience and strong communication skills required.
- Other info: Opportunity for personal growth and teamwork in a fast-paced setting.
The predicted salary is between 30000 - 42000 £ per year.
The primary purpose of the role is to deliver service excellence for both Richburns and its customers by working in our Customer Contact team. This is a key customer-facing role predominantly telephony-based, helping to assist our clients and their customers find the right solution to manage their outstanding utility bills and arrears. You will also assist our agents in the field set up and agree payment plans and process payments from customers. Operating in a contact centre environment dealing with both inbound and outbound calls. The role is located in our Romford office and involves working with a growing team that works across a range of working times to deliver the full range of services we provide. In addition, there is a requirement to deliver both Management and Client led KPI’s to ensure we achieve targets set for the business across a range of activities.
Skills and Experience
- Minimum 18 months previous experience working in a call centre/customer contact centre.
- Organised and can accurately follow protocols to deliver a high and consistent service.
- Active listening and ability to summarise conversation to customer.
- Adaptable, flexible, and react positively to change.
- Good work ethic with the ability to work within defined timescales.
- Polite, patient, empathetic and understanding of people’s personal circumstances.
- Approachable and self-motivated.
- Able to work in a team environment and be able to multitask.
- Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
- Proven track record of achieving targets and/or Key Performance Indicators.
Desirable:
- Able to plan and efficiently manage own workload.
- Previous experience in the debt resolution and collections process.
- Initiative and independence.
- Personal resilience.
Key Responsibilities and Duties
- Complete team workloads including but not limited to the following:
- Answer incoming calls from our clients’ customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients’ criteria.
- Answer incoming calls to assist our field agents in dealing with our clients’ customers.
- Assist our clients’ customers with their general queries.
- Make outbound calls to our client’s customers to attempt to establish contact.
- Update the relevant CRM systems with the information relating to your calls from general updates, details on the resolution gained and other data such as meter reads and vulnerability information.
- Liaise directly with our clients to establish the correct resolutions for their customers.
- Cover team workloads to a sufficient level during staff absence to ensure our clients receive a consistent service.
- Manage calls within the company agreed quality framework.
- Drive own performance to achieve required Key Performance Indicators.
- Work in collaboration with other contact centre agents to ensure overall team service levels are achieved.
This role is presently office based. You must not have a criminal record and will be required to undergo a DBS check (Disclosure and Barring Service) and Credit Reference Check.
Office based in Barking employer: Richburns
Contact Detail:
Richburns Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Office based in Barking
✨Tip Number 1
Get to know the company before your interview! Research Richburns and understand their values, services, and customer base. This will help us tailor our answers and show that we're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help us articulate our experience in call centre roles and demonstrate our active listening skills.
✨Tip Number 3
Be ready to showcase our adaptability! Think of examples where we've successfully handled change or difficult situations in previous jobs. This will highlight our ability to thrive in a dynamic contact centre environment.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can leave a lasting impression and show our enthusiasm for the position. Plus, it’s a great way to reiterate our interest in helping customers manage their utility bills.
We think you need these skills to ace Office based in Barking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Contact Operative role. Highlight your call centre experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've excelled in customer service and met KPIs in the past. We love a good story!
Show Off Your Skills: Don’t forget to showcase your organisational skills and adaptability in your application. Mention any experience with CRM systems and Microsoft Office, as these are key to the role. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you into our system quickly. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Richburns
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Contact Operative role. Familiarise yourself with the key responsibilities and skills required, such as handling inbound and outbound calls, managing customer queries, and achieving KPIs. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Communication Skills
Since this role is heavily telephony-based, practice your active listening and summarising skills. During the interview, be prepared to discuss how you've effectively communicated with customers in the past. Use specific examples that highlight your patience, empathy, and ability to adapt to different situations.
✨Demonstrate Your Organisational Skills
The job requires you to manage workloads efficiently, so come prepared with examples of how you've successfully organised tasks in previous roles. Discuss any tools or methods you use to stay on top of your work, especially in a fast-paced environment like a contact centre.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about potential challenges you might encounter in the role, such as dealing with difficult customers or managing multiple tasks at once. Prepare your responses by outlining how you would handle these situations while maintaining a high level of service.
