Customer Service Representative (Day Shifts)

Customer Service Representative (Day Shifts) – Cosham, Portsmouth – Salary £17,576 (£8.45 per hour)

Brook Street is delighted to present the opportunity to work as a Customer Service Representative for a leading global provider of facility services. The Customer Service Rep will be the first point of contact for all client and customer enquiries and will effectively and efficiently deliver helpdesk services; ensuring high levels of customer satisfaction are achieved. This role will involve working on our client’s Barclays contract, one of their globally integrated contracts, which will include providing various helpdesk solutions such as reactive maintenance, facilities management, room bookings and switchboard services.

As our client operate a 24/7 service 365 days a year, the successful candidate will work 40 hours per week, which will be comprised of 8.5 hour shifts between 7am – 7pm, which will be operated on a rota basis. You will also be required to work approx. 1 in 8 Saturdays (lieu day in the week will be offered).

The client do also have a night shift available (12 hours shifts between 7pm and 7am – 4 shifts on, 4 shifts off) which will command a slightly higher pay rate, so if this suits you, please advise in your application.

Key Responsibilities:

* Action all Helpdesk requests, via telephone, email request or online request.
* Ensure all jobs are processed in line with the agreed SLA’s and priority response times.
* Administer the My MCS system, ensuring information is correct and kept up to date.
* Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
* Ensure the customer is kept aware of the progress of a job and any reasons for delay.
* Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires.
* Feedback information or any issues that may affect the contract performance or cause client dissatisfaction.
* Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
* Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
* Maintain awareness and contribute to the achievement of KPI and quality standards.
* Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis.
* Ensure timely management of complaints maintaining efficient and professional communications with all parties.
* Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
* Provide statistical analysis of information for client reports and project work by use of customised reporting from a variety of different databases.
* Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
* Comply with all company policies & procedures and maintain company standards.
* Any other ad hoc duties which may be requested by management.

Skills, Experience and Attributes:

* Outstanding active listening skills.
* Ability to effectively communicate at all levels both verbally and in writing.
* Data input accuracy and speed.
* Excellent customer service orientation with a good understanding of customer complaint handling.
* Confident and assertive telephone manner.
* Enthusiastic and effective team player.
* Flexibility to adjust working patterns according to business needs.
* Accurate administration skills.
* Receptive to change.
* Ability to learn quickly.
* Ability to work with a number of different systems consecutively.
* Working knowledge of Microsoft Excel and Word.
* Ability to organise workload and multi-task where necessary.
* Self-motivated.
* Familiarisation of problem-solving techniques.

Call to action:

Whilst training will be provided, this role will require competent IT skills, including Microsoft office. You will be an efficient communicator with strong telephone experience and the ability to put the customer first and listen to ensure they are given an excellent customer experience. If you have previous experience in a call centre environment, this will put you in a very strong position for the role.

Benefits: pension, free parking

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Customer Service Representative (Day Shifts)

Customer Service Representative (Day Shifts) – Cosham, Portsmouth – Salary £17,576 (£8.45 per hour)

Brook Street is delighted to present the opportunity to work as a Customer Service Representative for a leading global provider of facility services. The Customer Service Rep will be the first point of contact for all client and customer enquiries and will effectively and efficiently deliver helpdesk services; ensuring high levels of customer satisfaction are achieved. This role will involve working on our client’s Barclays contract, one of their globally integrated contracts, which will include providing various helpdesk solutions such as reactive maintenance, facilities management, room bookings and switchboard services.

As our client operate a 24/7 service 365 days a year, the successful candidate will work 40 hours per week, which will be comprised of 8.5 hour shifts between 7am – 7pm, which will be operated on a rota basis. You will also be required to work approx. 1 in 8 Saturdays (lieu day in the week will be offered).

The client do also have a night shift available (12 hours shifts between 7pm and 7am – 4 shifts on, 4 shifts off) which will command a slightly higher pay rate, so if this suits you, please advise in your application.

Key Responsibilities:

* Action all Helpdesk requests, via telephone, email request or online request.
* Ensure all jobs are processed in line with the agreed SLA’s and priority response times.
* Administer the My MCS system, ensuring information is correct and kept up to date.
* Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
* Ensure the customer is kept aware of the progress of a job and any reasons for delay.
* Encourage customer feedback and promote a feeling of involvement by maintaining contact with the customer and carrying out customer service feedback questionnaires.
* Feedback information or any issues that may affect the contract performance or cause client dissatisfaction.
* Demonstrate extensive knowledge, understanding and awareness of facilities management issues effectively interpreting the described situations to enable a satisfactory resolution to customer requests.
* Respond in a professional and courteous manner to every customer, recording all requests for service to accurately reflect correct priority for work based on health, safety, business criticality and customer expectation.
* Maintain awareness and contribute to the achievement of KPI and quality standards.
* Achieve no lower than 95% of the maximum quality score based on calls marked on a weekly basis.
* Ensure timely management of complaints maintaining efficient and professional communications with all parties.
* Maintain and keep up to date with information, processes and procedures supporting continuous improvement and innovation to service delivery.
* Provide statistical analysis of information for client reports and project work by use of customised reporting from a variety of different databases.
* Provide clerical and administrative support including email boxes, customer satisfaction surveys, meeting room booking reports, courier requests and any ad-hoc requests as required.
* Comply with all company policies & procedures and maintain company standards.
* Any other ad hoc duties which may be requested by management.

Skills, Experience and Attributes:

* Outstanding active listening skills.
* Ability to effectively communicate at all levels both verbally and in writing.
* Data input accuracy and speed.
* Excellent customer service orientation with a good understanding of customer complaint handling.
* Confident and assertive telephone manner.
* Enthusiastic and effective team player.
* Flexibility to adjust working patterns according to business needs.
* Accurate administration skills.
* Receptive to change.
* Ability to learn quickly.
* Ability to work with a number of different systems consecutively.
* Working knowledge of Microsoft Excel and Word.
* Ability to organise workload and multi-task where necessary.
* Self-motivated.
* Familiarisation of problem-solving techniques.

Call to action:

Whilst training will be provided, this role will require competent IT skills, including Microsoft office. You will be an efficient communicator with strong telephone experience and the ability to put the customer first and listen to ensure they are given an excellent customer experience. If you have previous experience in a call centre environment, this will put you in a very strong position for the role.

Benefits: pension, free parking

PART TIME (3 days) – Call Centre Customer Service Sales Exec

An exciting role for an ambitious, enthusiastic customer service / sales executive to cover a 12 month maternity contract, starting ASAP.

The role is 15 hours over THREE days only

Working for a global data storage organisation, who has a great work / office environment! A multi-cultural environment that prides itself on supporting and training all staff to excel and grow.

If you are an ambitious individual, keen to work in an international work environment, then this may well be an ideal position for you. You will speak confidently over the telephone and enjoy both sales and account management experience with new and existing clients. You will be familiar with CRM systems (databases) and happy to work towards KPI’s / targets

If you have excellent customer service and outbound calling experience, you are an Italian speaker who also speaks French and /or Spanish in addition to English please apply!

The Role:

* Sales and engagement calls to new, existing and prospective members
* Meeting and exceeding all personal sales and engagement targets set
* Provide a high calibre of sales and customer service assistance, handling both inbound and outbound telephone calls and email support
* Ensure that all queries are dealt with within agreed response times to a high quality standard and provide support to other members of the team.
* Liaising with other departments internally to support project work where necessary
* The creation of relevant email communications required to engage target suppliers
* Feedback to customer project restraints etc. at regular intervals as set out in project plan

Requirements (ideally but not essential):

Confident in IT Systems in particular, proficient in all Microsoft Office packages and experience using CRM systems

* Experience working in different Internet browsers
* Professional, with efficient telephone manner
* Problem-solve thinking
* A diplomatic nature (patient but assertive)
* Proactive and enthusiastic individual who is comfortable with working in a small business environment where flexibility is required
* A good eye for detail (analytical), methodological and tenacious
* Multitasking with strong communication skills
* Great team player – have the ability to cooperate and work effectively with individuals in all departments at all levels

It is Wells Tobias’ policy, as a matter of courtesy, to respond to all applications within three working days. However because of the volume of applications, we are sometimes unable to respond to individual candidates. If we have not contacted you within three working days your application has been unsuccessful and your details have not been retained. Please apply for any other position that you may see in the future. Thank you.

It is Wells Tobias Recruitment Solutions’ policy, as a matter of courtesy, to respond to all applications within three working days. However because of the volume of applications, we are sometimes unable to respond to individual applicants. If we have not contacted you within three working days your application has been unsuccessful and your details have not been retained. Please apply for any other position that you may see in the future. Thank you

Helpdesk Advisor

An opportunity has arisen for a French & Spanish speaking Helpdesk Advisor. Excellent written and spoken French & Spanish required, as well as fluent written and spoken English.

The Helpdesk Advisor would ideally have previous customer service experience but on-the-job training will be provided. You will be part of a small team where customer excellence is at the heart of the culture.

Monday to Friday 42.5hrs per week. £9 per hour temporary contract but on-going.

Objective of the role:

Working as part of a fast-paced European Helpdesk serving B2B customers, you will be expected to offer excellent customer service and first level support to customers and partners via telephone, email and the customer service system.

Key responsibilities:

· Ensure customer incoming calls and emails are dealt with in an effective and professional manner.

· Log all incoming calls, incidents and queries.

· Act as point of contact for customer updates.

· Proactively act on data provided to enhance the customer experience.

· Liaise with logistics supplier to arrange collections, deliveries and resolve any logistics issues.

· Liaise with Sales teams across Europe as necessary.

· Produce reports based on repair data and fault statistics.

· Work as part of a team towards achieving KPIs, strategy & goals of the Helpdesk Team.

· Liaise with internal departments for second line support to ensure an outstanding level of customer service.

Knowledge, skills and experience required:

· Must be fluent in written and spoken French, Spanish and English (any further European languages beneficial).

· Ability to work well under pressure within a high-volume environment.

· A positive, enthusiastic and assertive approach.

· Excellent telephone manner and customer care focus.

· The ability to make decisions in response to need in balance with planning own workload.

· Produces quality work and committed to achievement.

· To be able to take the initiative in most situations and use management as a facilitator for sounding and suggesting new initiatives.

· Flexible approach and enthusiastic dedicated team player.

· Computer literate, experience of Windows 10, Microsoft Office applications.

· Experience in a similar fast-paced, target-driven customer service environment beneficial.

Interviews taking place apply now for immediate consideration

Part Time Customer Service / Reception

Part time Customer Service Role – 25 hours per week plus 2 in 4 sat Mornings at 4 hours.

Paying 8.50 per hour plus retail bonus.

Why work for us?

We offer:

* Competitive Salary plus bonus
* Workplace Pension
* Life Assurance
* Employee Assistance Programme.
* Career Development
* IMI (ATA) Accreditation Support
* Training through groups Academy
* Child Care Vouchers
* Competitive Annual Leave Package
* Vodafone discount scheme
* Car scheme
* Company Rewards offering Retail, Cinema and Gym discounts

The Role:

Book customer cars in for repair/attention either by telephone or by way of personal visits. As a result of this, prepare job cards and files as necessary

Maintain a filing system for job cards, invoices and associated paperwork and provide vehicle progress reports when requested by the customer

On completion of the job, collect payment from the customer paying particular attention to banking/ security arrangements and the payment of excesses on certain insurance policies

Arrange the booking of courtesy cars for customer use

Resource Planning Analyst – Contact Centre

Resource Planning Analyst – Contact Centre

Leeds

£25-30K

Our client is looking for a resource planning analyst for their contact centre in Leeds

Main Purpose

Responsible for meeting agreed resource plans at interval level that enable service delivery across the contact centres including external partners.

Key Areas

Creation and delivery of effective and innovative scheduling techniques that are consistent with industry standards and deliver cost effective and customer supportive operations.

Be a confident effective communicator at all levels within the business including external stakeholders.

Demonstrate strong capability within day to day decision making whilst being passionate for change and delivery within the business.

To develop and maintain excellent relationships with the operation and outsource partners to ensure that plans are delivered.

Own and deliver deviation reporting of activities across the contact centres.

Analyse data sets to produce effective schedules that deliver the resource plan.

Support the Resource Planning Manager in day to day and project activity.

Work collaboratively with planning colleagues.

Required to operate flexibly to meet business requirements.

Deputise for the Resource Planning Manager.

Impact with the Organisation

Directly impacts the customer experience and resource delivery within the contact centres and external partners on an hourly/daily basis.

Role holder will need to influence the Planning Managers, CSLs and Team Leaders in terms of resource planning and performance related discussions

Essential

You must have previous experience in a similar role.

Good understanding of the contact centre operation.

A good understanding of planning cycle processes.

Please apply now and a Consultant at CMR will be in touch