Inbound Contact Centre Operative

My client, a regulator based in Central London is looking to recruit a contact centre operative into their busy team, on a temporary basis. This purpose of this position is to provide a front line telephone service for the whole of the Regulator. You will deliver excellent customer service, providing information, solving registration problems, dealing with complaints, switchboard enquiries and ensuring that the company maintains a professional image.

Key accountabilities
” Answer all communications in line with company standards and housestyle
” Maintain agreed service levels/response times
” Provide information on how to access services via our website
” Assist registrants (to the regulator), employers, trade unions, professional bodies and members of the public in searching our register
” Action credit/debit card payments and liaise with Finance over disputed payments
” Issue application packs and request replacement documents
” Communicate internally and externally in order to resolve customer issues
” Use good judgmental skills before referring a call to the Senior Registrations Centre Officer
” Participate in regular customer surveys
” Deal with visitors to reception on an ad-hoc basis
” Ensure switchboard enquiries are dealt with in a timely, professional and efficient manner
” Receive and transfer calls to relevant departments
This job description is not exhaustive and as such, the post holder will be expected to be flexible, and any changes will only be made following a discussion with the post holder.

Person specification
” Educated to GCSE/O LEVEL or equivalent – Excellent spoken and written English essential
” Experience of working in a customer service environment
” Good IT skills with experience of data input and the retrieval of information using databases
” Excellent telephone manner
” Sensitivity and tact when identifying and working with customer needs