Helpline Agent

Part Time, Permanent Milton Keynes £17,900 per annum pro rata Ref No: IPRS5271

Our client has permanent vacancies for Helpline Agents to work 16 hours per week. The hours of work are as follows:

Position 1
Monday, Tuesday, Wednesday 08:00 – 11:00 (3 hours per shift) plus every Saturday 13:00 – 21:00 (7 hours per shift)

Position 2
Monday, Thursday, Friday 15:00 – 18:00 (3 hours per shift) plus every Saturday 14:00 – 22:00 (7 hours per shift)

Position 3
Monday, Thursday, Friday 16:00 – 19:00 (3 hours per shift) plus every Saturday 14:00 – 22:00 (7 hours per shift)

The key purpose of the role is to provide an efficient and appropriate response to customers and other business partners, dealing with enquiries in a helpful, proactive and professional manner.

Main responsibilities will include managing customer contact (including calls, email and letters) in a polite, professional and appropriate manner ensuring that:
An accurate response is given in compliance with the operating procedures
The response provided is within the agreed target timescales
The escalation procedure is complied with
Outgoing calls are made in line with procedures.
High levels of customer service are provided in line with service level agreements
All data protection requirements are complied with
Information security is accurately captured in line with procedures

Successful applicants will be required to log information accurately on to a central database. Previous experience in a Contact Centre role is not essential, as training will be provided, but some previous telephone or customer service experience is needed.

The successful candidate should have the following:

• Telephone and/or customer service experience
• Excellent attention to detail with high levels of accuracy
• Basic working knowledge of MS Office
• Effective communication skills with excellent telephone manner
• Excellent listening and questioning skills, with the ability to extract detailed and relevant information
• Able to use own initiative and to work within defined procedures

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.

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