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Job description

Our Company

• Adiuvo is an established award winning company with its headquarters in Ireland & expanding operations in the UK and India.
• We provide a specialist call handling service for the Property Management Industry serving an extensive UK & Irish client base.
• Please visit out our website https://www.adiuvo.org.uk/ to find out more about us and the services we offer.

IMPORTANT INFORMATION:

• We are looking for remote working Inbound Customer Service Representatives to join our fantastic team of people. Why not ditch the commute and work from the comfort of your own home, with equipment you need supplied to you by a company that hugely values its employees and takes pride in doing so.
• These roles are remote working positions. You must be located in the UK to facilitate equipment delivery as well as being eligible to work in the UK.
• The start date for successful candidates is March 28th 2023.
• Prior to this date, successful candidates will be required to complete E learning modules which will take max 4 hours to complete, can be done remotely and you will be paid for your time spent on same.

Training will take place remotely via Zoom and full attendance at training is essential to ensure you are fully prepared for your new role.

• The training schedule runs for 3 consecutive weeks as detailed below and web cams must be turned on.
• Week 1 – Tuesday March 28th - Friday March 31st inc. - 9.00 a.m. – 5. 00 p.m. (35 hours)
• Week 2 - Monday April 3rd - Friday April 7th inc, 9.00 a.m. – 05.00 p.m. (40 hours)
• Week 3 - Monday April 10th - Wednesday April 12th inc- (5.00 p.m. - 11.00 p.m.) AND Saturday & Sunday April 15th & 16th (9.00 a.m. – 5. 00 p.m) 34 hours
• Week 4 - Monday April 17th - Successful candidates will commence their agreed regular work patterns.

Remuneration: £24,495 per annum for a 40 hour week. ( Salary pro rata dependent on hours worked).

Various Shift Patterns Available:

Pattern 1 x 1

Wednesday – 5.00 p.m. - 1.00 a.m.

Saturday – 3.00 p.m. -11.00 p.m.

Sunday - 3.00 p.m. -11.00 p.m.

Total : 24 hours per week

Pattern 2 x 2

Wednesday – 5.00 p.m. -11.00 p.m.

Saturday – 3.00 p.m. -11.00 p.m.

Sunday -11.00 a.m. - 7.00 p.m.

Total : 22 hours per week

Pattern 3 x 2

Tuesday– 5.00 p.m. -11.00 p.m.

Friday – 3.00 p.m. -11.00 p.m.

Saturday – 1.00 p.m. - 09.00 p.m.

Sunday - 1.00 p.m. - 09.00 p.m.

Total : 30 hours per week

Pattern 4 x 2

Thursday – 5.00 p.m. - 1.00 a.m.

Saturday - 10.00 a.m. - 6.00 p.m.

Sunday - 10.00 a.m. - 6.00 p.m.

Total : 24 hours per week

Pattern 5 x 1

Monday– 5.00 p.m. - 11.00 p.m.

Saturday - 08.00 a.m. - 4.00 p.m.

Sunday - 08.00 a.m. - 4.00 p.m.

Total : 24 hours per week x 1

(To be discussed and agreed with successful candidates).

During a typical shift, you will be responsible for:

• Answering all calls appropriately (vary greeting, client specific) and represents the client in a timely, professional and courteous manner.
• Information gathering - logging details of the caller, (contact details - caller type, name, address, phone number, email etc.), description of the issue, assistance requested etc.
• Agent must endeavor to capture all relevant information succinctly and accurately in a timely manner and in line with script structure.
• Occasionally, situations may arise where the script may not be appropriate to the description of the problem and the script will need to be aborted. This will be an infrequent occurrence but when this situation does arise, the agent must log essential contact info, troubleshoot effectively, documenting the description of the problem and capturing all required information to the best of their ability in a free style format.
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every caller.
• Relaying messages, bookings etc. to clients.
• Providing relevant, current and accurate information to client and caller where appropriate.
• Recognises and understands where the priority of the call necessitates that it be appropriately transferred to the dedicated Escalation team and tags Supervisor on MS Teams also so Supervisor is notified should escalation line be engaged.
• Carrying out administrative work associated with the call and/or follow-up in an accurate and timely manner.
• Work with the Management Team to stay updated on product knowledge, systems and be informed of any changes in company policy.
• Actively utilises Microsoft Teams to connect with colleagues and receive direction from training assistants, supervisors, trainers as required. Should also utilise MS Teams to raise queries as necessary in the designated feed channel and to seek support as required.
• Carrying out all duties in line with Adiuvo and client procedures.
• Staff may be allocated a variety of call types, clients etc. or may be focused on a sub-set of these.
• The list of accountabilities above illustrates the work of an Inbound Customer Service Representative but is not exhaustive and other duties may be allocated in line with the requirements of the role.

WHAT YOU WILL NEED:

• Fluency in oral and written English is essential.
• The ability to learn in a virtual training environment which requires focus, interaction and engagement from you with your Trainer and peers.
• Ability to remain professional and courteous with callers at all times in a fast paced environment.
• Be capable of handling complex queries while focusing on driving high levels of customer satisfaction.
• Strong focus on effective communication, communicates information clearly and accurately both written and oral.
• Excellent listening skills and possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism.
• You are resilient, able to handle pressure and be productive in a fast paced environment whilst remaining calm.
• Be able to de- escalate situations involving dissatisfied callers, offering patient assistance, reassurance and support.
• Composure – staying cool and composed in a busy fast paced work environment.
• Excellent telephone manner is essential.
• Attention to detail is essential, accurately record all contact interactions.
• The ability to multitask and navigate between multiple systems with speed and accuracy during your interactions with customers - Confident computer skills are important!
• Must be a proficient desk top user and able to touch type. Experience in working with Google Chrome, Microsoft packages, in particular MS Outlook, Excel essential and knowledge of MS Teams desirable.
• Flexibility, great attendance and excellent time keeping to make sure you are available for our customers and your team.

Experience:

Previous experience in customer service/contact centre or property management related background desirable. Full training will be provided via remote training and ongoing and regular feedback and support will also be provided.

ATTITUDE AND BEHAVIOUR:

• Self-motivated and organised with the ability to manage your time and adherence to schedule.
• Self-aware, understanding voice tone control and its impact on how customers feel, can adapt to different customers & cultures.
• You are a people person who is patient and has a desire to truly understand, listen to & assist with customers needs.
• Uses initiative – takes personal responsibility and pride in own work, recognising what needs to be done and does it.
• Driven and motivated to achieve targets and meet your metrics.
• Be a supportive and flexible team player.
• Willingness to learn and proactive in doing so (keeps pace, acquires knowledge and skills as requested and required).
• Motivated and disciplined while working from home.

WHAT YOU CAN EXPECT FROM US

• Supportive, encouraging, knowledgeable and present leadership.
• Fun, supportive, welcoming and caring colleagues who have developed a superb culture of friendliness, support and team work on their team.
• A busy, challenging and rewarding career. Our policy is to promote from within wherever we can. and we have many examples of staff who have been promoted internally to evidence this.
• Adiuvo All Stars - our recognition/incentive program where staff get recognised & awarded points for various achievements which they can cash in when they choose. Eg, Employee of the month, customer compliments etc and many more.
• A day off where your birthday falls on a working day after 12 months
• Ad hoc Company lunches/get together, nights out, sporting events etc.
• Paid breaks
• Flexi time.
• Peace of mind. Not having to worry about the commute, accessibility to work, dress code... while finding meaningful work that fits with other commitments for a better work-life balance
• An extensive and award winning Employee Assistance Program accessible by successful candidates from day 1 of your employment.
• A wellness committee which is always welcoming of new members.
• A wonderful team of people to work with.

ADDITIONAL REQUIREMENTS:

• This is a busy role with a high volume of customer interaction and you you need a quiet place to work that is comfortable, light and airy and have the option to close the door to prevent any external noise disruption. Your working environment is important to us for your health and safety and in the provision of excellent service to our clients.
• High-speed internet service (Minimum of 10 megabits download ) from a reliable provider.
• Equipment to carry out your role, what you need will be supplied to you upon successfully passing E Learning Modules.

****APPLICATION PROCESS - PLEASE READ CAREFULLY****

Stage 1:

• All applicants must initially complete a skills assessment for your application to be considered.
• Click the link below, enter your email address and the skills assessment will be forwarded to your chosen email address for you to complete.

https://assessment.testgorilla.com/testtaker/publicinvitation/e926c8f1-4e04-41ad-93f6-4c38ebed5d77

• The assessment takes approx. 35 minutes to complete and you can only attempt it once.
• You should complete the assessment within 24 hours of receiving the link.
• You should complete the assessment on on either a PC or a Laptop in a quiet space. Access to audio is required.
• Successful candidates will subsequently be invited to Stage 2 of the selection process - a remote competency based interview.

Job Types: Full-time, Part-time, Permanent
Part-time hours: 22 - 40 per week

Salary: £24,495.00 per year

Benefits:

• Company events
• Company pension
• Flexitime
• Sick pay
• Wellness programme
• Work from home

Schedule:

• 8 hour shift
• Flexitime
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Yearly bonus

COVID-19 considerations:
Remote interview process.
Remote working

Application deadline: 27/03/2023
Expected start date: 28/03/2023