At a Glance
- Tasks: Be the friendly voice for customers, guiding them through their journey with care and professionalism.
- Company: Join a dynamic team dedicated to exceptional customer service in a fast-paced environment.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Great chance to build relationships and develop your career in a supportive setting.
- Why this job: Make a real difference by helping customers and resolving their issues effectively.
- Qualifications: Strong communication skills and a proactive attitude towards learning and improvement.
The predicted salary is between 24000 - 28000 £ per year.
Reporting to the Service Delivery Team Manager, this role acts as the first point of contact for customers, delivering an exceptional customer journey, first time, every time. The postholder will provide accurate information, support course bookings, and handle low level complaints professionally. The role supports all Police and Court referred schemes, requiring strong system knowledge, attention to detail, and the ability to support customers sensitively and confidentially throughout their journey. As the Contact Centre is a fast-paced, dynamic environment, resilience, adaptability and an open mindset are essential.
Key Responsibilities
- Communicate with customers via inbound/outbound calls, emails and webchat.
- Use effective questioning to understand customer needs and provide accurate guidance.
- Work towards first point resolution for all enquiries.
- Accurately record and update customer information.
- Maximise booking opportunities where appropriate.
- Send course information and follow up actions to customers.
- Take ownership of issues and see them through to resolution.
- Proactively anticipate problems and escalate or coordinate with colleagues when required.
- Document and report issues accurately.
- Undertake training to maintain up to date knowledge of systems, processes and services.
- Keep informed on digital video platforms used for course delivery.
- Commit to achieving personal and team KPI’s.
Skills & Competencies
- Demonstrates a proactive approach to learning, seeking opportunities to improve processes, systems, and ways of working.
- Uses data, feedback, and insight to support decision making and drive continuous improvement.
- Builds strong, positive working relationships with colleagues, customers, and stakeholders to achieve shared goals.
- Communicates clearly, professionally, and effectively, adapting style to suit different audiences and situations.
- Acts with honesty, accountability, and professionalism, maintaining trust and transparency in all interactions.
- Maintains high standards of accuracy, confidentiality, and compliance, ensuring work is completed in line with company policies and procedures.
- Delivers high quality outcomes with strong attention to detail, managing priorities effectively to meet deadlines and service expectations.
- Takes ownership of challenges and follows through to resolution, consistently striving for excellence and continuous improvement.
Service Delivery Agent in Telford employer: TTC Group Ltd
As a Service Delivery Agent, you will join a dynamic and supportive team dedicated to delivering exceptional customer experiences in a fast-paced environment. Our company fosters a culture of continuous improvement and professional growth, offering comprehensive training and development opportunities to enhance your skills. Located in a vibrant area, we prioritise employee well-being and collaboration, making us an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Agent in Telford
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and ready to contribute to their goals.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, role-play different scenarios with a friend or family member. This will help you feel more confident and prepared for those tricky questions during the interview.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a challenge into a success. This will demonstrate your resilience and adaptability, which are key for this role.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Delivery Agent in Telford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Delivery Agent role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your ability to communicate clearly and effectively in your written application. Use professional language but let your personality shine through – we love a bit of character!
Highlight Your Problem-Solving Abilities:We’re looking for someone who can take ownership of challenges. In your application, share examples of how you've resolved issues in the past, especially in fast-paced environments. This will show us you’re ready to tackle the dynamic nature of our work.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way to joining our team!
How to prepare for a job interview at TTC Group Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Delivery Agent role. Familiarise yourself with the key responsibilities and skills mentioned in the job description. This will help you tailor your answers to show how your experience aligns with what they’re looking for.
✨Practice Active Listening
During the interview, demonstrate your ability to listen actively. This means not just hearing the questions but understanding them fully. Respond thoughtfully, and don’t hesitate to ask for clarification if needed. This shows that you value clear communication, which is crucial for the role.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've handled customer complaints or challenges in the past. Highlight your proactive approach to resolving issues and how you’ve taken ownership of problems to ensure customer satisfaction. This will illustrate your resilience and adaptability.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This not only shows your interest in the position but also helps you gauge if the company culture aligns with your values.
