Are you passionate about delivering outstanding customer service Join our dynamic Customer Care Centre (CCC) team in Coventry where youll play a vital role in providing a customer-centric experience for both external and internal stakeholders. As a Customer Care Centre Advisor youll be the first point of contact for business customers consumers engineers and internal teamsensuring every interaction is handled efficiently professionally and in line with strict KPI targets. This is a full time and permanent role Monday to Sunday - 20:00 08:00. Totalling to 40 hours per working week.

• Responsible for the effective response and processing of Inbound and Outbound Contact Centre Calls within defined processes and procedures on a 24x7x 365 basis.
• Maintaining and displaying a professional and courteous manner in all dealings with customers internal stakeholders regional offices and Engineers.
• Ensuring defined escalation processes and procedures are adhered to at all times whilst ensuring that all calls issues and or complaints are handled effectively and respectfully.
• Review and Respond to all condition flags on the system as appropriate ensuring calls are logged contract requirements understood and equipment handled effectively.
• Adhere to call handling protocols for Tele-Alarm and All Tele-Monitoring devices ensuring delivery and management to strict contract conditions.
• Participate in and support training and continuous process improvement initiatives of the Contact Centre as required inclusive self-learning and development opportunities.
• Deal with all and any tasks assigned by the Centre Supervisor Manager or Director.
• Ensure that personal and contact centre performance metrics (KPIs and SLAs) are known understood and delivered as directed on a daily weekly and monthly basis.
• Foster excellent relations with internal and external customers to further the aims of the communication and business strategy at all times.
• Ensure by referral and escalation that that all potential media issues are managed in accordance with Company procedure.
• Act as a Schindler Point of Contact (SPOC) for All Operational issues and resolutions.

Personal qualities for the position:

• A passionate approach to delivering service delivery
• Strong communication skills. Written & Verbal
• Flexibility with working hours to ensure adequate support for the team.
• Flexibility to work some weekends and evenings in accordance with the shift pattern/rota.
• Diplomatic and Sensitivity skills - for dealing with emergencies and issues.
• The ability to support and influence the wider customer experience.
• Ability to proactively resolve customer issues concerns and complaints.

Experience required:

• Proven experience in a contact/call centre environment.
• Strong IT and CRM data entry skills (SAP CRM experience is a plus).
• Experience in financial services or sales is advantageous.

• Generous Holiday allowance
• Competitive base salary
• Competitive Pension
• Single Option Private Healthcare (BUPA)