Home Based Customer Service Advisor – Mail Newspapers (Calls & Emails)

Our Client
Our client, Mail Newspapers operates 24/7 around the world and serves millions of loyal readers with brilliant content. Their incredible operation is made possible because the editorial, commercial and operational teams are made up of the best people in their fields. Their brands are some of the strongest and most popular both in the UK and abroad.

You will be part of the Mail Newspapers’ Customer Service team which is driven by a passion for helping people, putting customers’ reality at the heart of our business. The experience Mail Newspapers give customers of their Service, Sales and Support activity is core to their brand proposition. Their promise to customers is that their experience will be personalised, friendly and feel local. The Mail Newspapers’ Customer Service operates extended hours, 365 days a year – it is a dynamic multi-channel environment that differentiates their Newspapers from the competition and encourages customer loyalty and repeat business.

Your Role
Your role will be to respond to customers’ requests for help in a personalised, friendly and efficient way and resolve their query effectively (first contact resolution). Customers contact Customer Service whenever they have a problem or need something. We are responsible for handling all these contacts and ensuring we answer them with speed and accuracy that exceeds our customers’ expectations. As we are part of a high profile media organisation Customer Service is also responsible for providing a level of compliance which includes assessing transactions to ensure they comply with regulations associated Customer, Distance Selling and Data Protection.

Main Responsibilities
From the comfort of your home-office and a part-time basis (min 20 hours per week / max 40 hour per week), you will:

• Capture details about customer cases/incidents in desktop applications e.g. Salesforce;
• Conduct inbound and outbound customer communications via phone and email
• Advise customers on product features, applications, downloads & connectivity
• Advise customers on terms & conditions of promotions, campaigns or offers
• Advise customers on order & payment processing and delivery timeframes
• Deal promptly and efficiently with queries on transactions with the aim of a first time resolution
• Customer response
• Case resolution
• Customer complaints or complex queries
• Promotional terms & conditions
• Screen and verify customer’s identification
• Review transactions and identify activities that suggest suspicious activity e.g. potential fraud or unentitled claims
• Research unusual or questionable transactions
• Monitor and release transactions
• Ensure cases are answered promptly and accurately
• Provide helpful, friendly and personalised service to all customers
• Highlight any concerns with processes or technology that either hinder your performance or create poor experiences for our customer
• Carry out any other tasks as may be requested from time to time.

As a HomeAgent you will play an absolutely vital part in helping us provide excellence and a friendly personalised service to Mail Newspapers’ customers, whilst being part of a strong HomeAgents team and working to individual and team targets.

Personal Profile:
We are looking for individuals with a ‘can do’ attitude and who have a passion for helping customers.
You will require a high level of communication skills, listening and focusing on each and every interaction and tailoring your response and solution for that customer.
You will have excellent telephone manner, email writing skills and have the ability to deal effectively, quickly and accurately with customers in each medium.
As you will be working from home, PC literacy, high flexibility in your schedule, good organisation, independence and self-reliance are essential and since you will be working with online content, you should be familiar with Tablet and Smart Phone technology and be able to navigate the content using these.

Contact Type:
Inbound and outbound calls, emails

Starting Salary:
£26,000 per year + up to £1.40 bonus based on performance

Location:
Anywhere in the UK

Essential Qualifications, Skills and Experience:
• A level’s (or equivalent) at grade C or above for English and Maths
• Previous experience in a customer service environment
• Be a team player that can adapt to a fast-paced and changing environment
• Have a sense of urgency necessary to ensure customer transactions are reviewed promptly
• Highly disciplined, self-motivated, and delivery focused
• IT literacy

Shifts:
Business Operational Hours
6am – 8pm Monday to Friday
6am – 6pm Saturday and Sunday

You need to be able to work on a flexible basis during operational hours and will be required to work weekends on a regular basis.

Pre-Employment Checks:
We will conduct the following background checks:
• Establish your legal right to work in the UK
• Establish your address
• Verify your last two years activity
• Criminal history check (CRB basic disclosure to be provided by you at your own costs)
• Fraud database checks
• Carry out a credit check, which will check for county court judgements, bankruptcy and individual voluntary arrangements
If you do have any county court judgements, have been made bankrupt, have an individual voluntary arrangements or criminal conviction, this does not necessarily mean that we cannot consider you for the role. A decision would be made depending on your circumstances and the role in question.

CIFAS
Please note that Sensée is a member of CIFAS and therefore we will check your details with/against fraud prevention databases.
Should our investigations identify fraud or the commission of any other criminal offences by you when applying for, or during the course of your employment with us, we will record the details of this on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and by us and other organisations to prevent fraud.

Please contact us if you want to receive details of the relevant fraud prevention databases through which we share information.

Training and Development:
You will also need to attend a mandatory full time 3 weeks training (including grad bay) to be delivered virtually over set shifts.

Technology and Home Office Requirements:
You will need to provide a quiet and secluded home office equipped with a dedicated telephone line, a dedicated wired broadband connection, a dedicated to work PC (desktop) and a telephone handset with headset, all meeting our required specifications.

It is desirable that you have a tablet or Smart Phone and you’re comfortable with navigating online content using these.

You will not be moving home within the next 6 months.

Sensée is an equal opportunities employer and welcomes applications from all sections of the community.