Contact Centre Advisor

Our client is seeking a Contact Centre Advisor for their high quality 24/7 telecare and telephone response services in around the Wealden and Eastbourne district.

• To provide the highest possible standard of customer care and support at all times whilst always giving priority to the safety and security of service users.
• To advise management immediately of any problems or difficulties experienced with any aspect of system operation or procedure.
• To liaise with social workers, members of the primary care team, carers, emergency services, sheltered housing teams, etc to ensure that the services we provide are co-ordinated with the care and support being provided to service users by other parties.
• To answer all calls received through the system in accordance with specified service standards.
• To provide call-handling for the full range of services that the Company provides e.g. out of hours and lone worker etc.
• To respond to calls in accordance with policy and procedures, quickly evaluating the needs of callers and providing advice and assistance as appropriate in the circumstances.
• To treat all calls as life critical until proved otherwise.
• To update customer records immediately on receipt of new information.
• Record all incidents and events for handover at end of shift.

Contact Centre Advisor must meet the following requirements:
• English GSCE level at grade C or above (or international equivalent)
• Numerate and literate
• Willingness to participate in all training programmes relevant to the role
• Good IT skills
• Energetic, caring and independent person with a flexible approach who is able to respond calmly and effectively in emergency situations
• Friendly and reassuring telephone manner, good communications and customer service skills. Customer care experience is desirable
• Commitment to Equal Opportunities in service delivery and to giving a quality service/customer care
• Able to learn new things quickly
• Team worker
• Able to work shifts over a 24 hour period, early, late and night shift and including weekends

All candidates must be flexible and be prepared to work on a rolling rota basis between the hours of 07:00 and 23:00 but they may be asked to work a night shift to cover annual leave or holiday.

We endeavour to reply to all applications, however, if you haven`t heard from us within 7 days, you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by Grafters Recruitment Consultants / Grafters Accountancy Personnel.