Customer Service Advisor - Out of Hours Full Time

Are you ready to embark on a dynamic and rewarding career in an exhilarating customer-facing out-of-hours role Do you thrive on engaging with people and solving their challenges Do you enjoy working during the evenings and weekends If so you might just be the perfect fit for us! Were excited to announce that were on the lookout for our next intake of enthusiastic Customer Service Advisors - OOH to join our vibrant contact centre in Rochdale.

So whats in it for you

At Agilisys youll be part of a genuinely caring team! Here are the fantastic perks we believe youll absolutely love about this role:

• Competitive salary of 24000 for a 37.5 hour week plus amazing benefits!
• Full-time hours that fit your lifestyle.
• Generous 25 days of annual leave plus Bank Holidays added to your leave entitlement!
• A contributory pension scheme where well match your contributions up to 5%!
• A benefits platform designed to cater to everyones needs!

The role:

As our Customer Service Advisor OOH youll be the friendly voice representing our diverse clients. Youll take pride in being our calm and professional first point of contact for our customers delivering exceptional service and support. Youll handle inbound and outbound calls answer questions and resolve issues with ease. Plus youll have the incredible opportunity to learn new skills and collaborate with a supportive and friendly team. Youll be instrumental in providing a fantastic and positive customer experience!

Heres what youll be doing:

• Customer-obsessed service:Delivering an outstanding customer experience within our high-performing contact centre team.
• Problem solver:Managing a wide variety of Out of Hours emergency queries including Housing Repairs Adult and Childrens Services Street lighting Noise complaints Homelessness Highways and so much more!
• Tech-savvy:Creating and updating customer records using our client systems ensuring accuracy and efficiency.
• Proactive communicator:Keeping customers informed with updates relating to their queries.

What we need from you:

Were on the hunt for colleagues who are customer-focused along with the following:

• You should possess excellent people and communication skills with the ability to adapt to and meet each customers unique needs.
• Previous experience working in a bustling contact centre with the ability to maintain accurate notes multitask and meet KPIs (Key Performance Indicators) and SLAs (Service Level Agreements).
• A calm empathetic and clear telephone manner is essential along with quick solutions-focused thinking and the ability to work independently.
• Resilience and the ability to handle challenging situations with objectivity are crucial as are strong organisational skills and attention to detail.
• Experience using Customer Relationship Management (CRM) Systems is a plus!

So now youre really excited

JOB TITLE:Customer Service Advisor (OOH)
DEPARTMENT:Agilisys Limited - OOHs Emergency Contact Centre
On Site Agilisys No1 Riverside Rochdale

DETAILS

Reports to:Team Manager

Essential Qualifications:
Educated to GCSE level or equivalent.
Experience:
Background in Social Care or Housing - desirable but not essential.
Experience dealing with vulnerable/distressed callers in emergency situations.
Excellence in maintaining a high standard of customer service professionalism under tense scenarios by callers who may be in the situation for the first time.
Working in a busy Contact Centre
Skills and Abilities
Literacy and numeracy skills.
Computer literacy ability to use multiple remote desktops and platforms.
Interpersonal organisational and administrative skills.
Ability to input and maintain effective computerised systems CRMs.
Ability to organise and prioritise workload to achieve deadlines in a fast-paced environment.
Ability to investigate complex queries within set guidelines and follow set process led procedures.
Ability and willingness to take a proactive approach to work and training needs.
Ability to monitor own workload and process accurate information until completion.
Commitment to equalities and the promotion of diversity in all aspects of working.
Polite and professional sounding tone ability to best progress the clients needs and expectations whilst remaining impartial and professional throughout.
Ability and willingness to self-develop at a natural visibly progressing pace.
Knowledge
Knowledge of a range of IT systems - Essential
Awareness of Data Protection and confidentiality issues Essential

2. PURPOSE

This job involves handling a range of calls for several Local Authority and Housing Association clients. The successful candidate will help service users and residents solve their problems. This could involve directing customers to outside agencies managing calls about major emergencies in any of the Boroughs we support handling social care questions or logging emergency repairs. Youll be part of an Out of Hours team so youll need to be flexible with your working hours. If youve handled calls for a local authority before or have a good understanding of housing/social care that would be a plus.

3. PERSON SPECIFICATION

The following outlines the minimum & desirable criteria for this post.

Applicants should describe in their application how they meet these criteria.

• Demonstrate competence in providing a high level of Customer Service and deliver a high standard of calls in a confident professional & friendly manner.
• Previous experience of working within a customer-focused environment
• Demonstrate the ability to understand different procedures and retain information across several different campaigns.
• Knowledge of how local authorities or other large organisations operate.
• Experience of working within the housing or social services sector.
• Able to communicate clearly and openly always displaying excellent listening skills.
• Demonstrate ability to work and adhere to Customer Service Standards and Values.
• To work flexibly and co-operatively to ensure that operational service priorities are met.
• Able to prioritise work and meet deadlines under pressure.
• Able to deal sympathetically with distressed agitated irate customers or those with special needs.