RQ1687605 - Contact Centre Advisor

Aatom Recruitment is hiring on behalf of Local Authority for the role of RQ1687605 - Contact Centre Advisor

Job Title: RQ1687605 - Contact Centre Advisor

Contract Duration: 3 Months

Hours per week: 36

Responsibilities will include:

• Be the first point of contact for customers making requests or enquiries through a variety of channels. (phone, email,social media, f2f )

• Present an empathetic approach to supporting customers with support needs.

• Have a focus on delivering suitable outcomes for customer enquiries focusing on swift resolutions.

• Answering inbound calls within Service level agreement

• Experience in making outbound calls to customers maintaining the highest standard of customer care.

• Responsible for managing correspondence via CRM and various databases ensuring they are administered correctly providing accurate statistical returns.

• Monitoring consistency and accuracy across the team and ensure acknowledgements and correspondence are dispatched within corporate timescales.

• Raising safeguarding issues for vulnerable customers.

• Admin tasks associated with the return of paper and online forms

• Cross referencing information from the form with information currently held on CRM.

• Data entry of forms where matching has failed.

• Adding Vulnerability and Reasonable Adjustments based on what is told.

• Raising safeguarding issues to the contact centre manager

• Working through a queue of work, making referrals and closing completed tasks

• Highlighting upload issues - when data is showing incorrectly and keeping an audit trail of this

• Contribute to achieving contact centre targets and service levels, focusing on customer wait times, call quality, customer satisfaction and first-time resolution

Knowledge, skills, and experience

• Ability to prioritise own workload with high standard of organisational skills.

• Able to collect and present data clearly.

• Empathetic approach to the needs of the customer ensuring they receive a high standard of customer care.

• Ability to use CRM, and strong knowledge of IT software packages including Excel

• Contact centre experience.

• Hosing experience (desirable)