Our client, a highly respected public sector establishment based in Glasgow, require a Contact Centre Advisor on a temporary basis for 6 months. The salary for the position is £9.73 per hour. Hours of work are Monday to Friday 9.00am to 5.00pm - 35 hours per week.
Main purpose of role:
To provide telephone and administrative support regarding enquiries into the Contact Centre. The post holder will provide complete and accurate information, advice and support to customers and others contacting the organisation.
Respond to telephone, email and mail enquiries, applications, requests for service and associated tasks from customers regarding the National Entitlement Card, MyBus and any other service administered by the Contact Centre
Support and promote the use and development of digital systems used in the delivery of service
Undertake administrative and clerical work required to resolve customer enquiries and request
Be the first point of contact for customers and act to achieve first contact resolution wherever possible
Play an active part in the identification and implementation of continual improvement initiatives in the Contact Centre
Achieve and maintain minimum expected levels of productivity and quality in the performance of the roleKey Skills and Requirements:
Experience of delivering excellent Customer Service
Ability to deal with customer enquiries and complaints showing sympathy and sensitivity where appropriate
Experience of working in a telephony based environment
Excellent IT skills
Good communication and interpersonal skills