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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 many services we offer.

IMPORTANT INFORMATION:

• Are you looking for an exciting remote working opportunity as an Inbound Call Handler? Join our dynamic and well-established team, known for its vibrant culture and dedication to excellence. We are currently seeking skilled individuals to enhance our property management out-of-hours service.
• If you are tech-savvy, possess strong typing skills, excel under pressure, and have excellent customer service skills, this role might be the perfect fit for you.
• Why not ditch the commute and work from the comfort of your own home, with any equipment you need supplied to you by a company that hugely values its employees and takes pride in doing so.
• These roles are full 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 September 11th 2023
• Prior to this date, successful candidates will be required to complete E learning modules remotely, which will take max 4 hours to complete and you will be paid for your time spent completing same to a max of 4 hours.

APPLICATION PROCESS:

STAGE 1 :

• SKILLS ASSESSMENT - MANDATORY AND APPLICANTS CANNOT BE CONSIDERED FOR INTERVIEW UNTIL THIS IS COMPLETED.
• (Duration: 52 mins and best completed on desktop or laptop in one sitting)
• Please follow the below link to take the assessment.
• https://assessment.testgorilla.com/testtaker/publicinvitation/582d9bd1-7e63-4140-9f36-bcc4180a680e

STAGE 2:

Successful applicants will be invited to a competency based Interview held remotely.

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 – Monday Sept 11th - Friday Sept 15th inc. - 9.00 a.m. – 5. 00 p.m. (40 hours)

Week 2 - Monday Sept 18th - Friday Sept 22nd inc. - 9.00 a.m. – 05.00 p.m. (40 hours)

Week 3 - Monday Sept 25th - Wednesday Sept 27th inc. - (5.00 p.m. - 11.00 p.m.) AND Saturday Sept 30th & Sunday October 1st (9.00 a.m. – 5. 00 p.m.) 34 hours

Week 4 - Commencing Monday October 4th - Successful candidates will commence their agreed regular work patterns.

Remuneration: £25, 720.03 per annum for a 40 hour week. ( Salary pro rata dependent on hours worked).

*******VARIOUS SHIFT PATTERNS AVAILABLE********

Pattern 1

Friday 3pm-11pm

Saturday 3pm-11pm

TOTAL HOURS = 16

Pattern 2

Friday 3pm-11pm

Saturday 3pm-11pm

TOTAL HOURS = 16

Pattern 3

Friday 4pm-11pm

Saturday 3pm-11pm

TOTAL HOURS = 15

Pattern 4

Friday 5pm-11pm

Saturday 3pm-11pm

TOTAL HOURS = 14

Pattern 5

Friday 5pm-11pm

Saturday 3pm-11pm

TOTAL HOURS = 14

Pattern 6

Saturday 7am-3pm

Sunday 7am-3pm

TOTAL HOURS = 16

Pattern 7

Saturday 7am-3pm

Sunday 9am-5pm

TOTAL HOURS = 16

Pattern 8

Saturday 8am-4pm

Sunday 9am-5pm

TOTAL HOURS = 16

Pattern 9

Saturday 8am-4pm

Sunday 3pm-11pm

TOTAL HOURS = 16

Role Responsibilities:

• Providing exceptional customer service by efficiently handling inbound calls from property management clients, addressing their inquiries, concerns, and requests in a professional and courteous manner.
• You must endeavor to capture all relevant information succinctly and accurately in a timely manner and in line with script structure.
• Respond to caller information accurately and promptly by typing whilst on call, ensuring clarity and precision in communication.
• Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every caller.
• Maintain a calm and composed demeanor while dealing with challenging callers, providing resolutions and reassurances to maintain customer satisfaction.
• Thrive in a fast-paced and sometimes high-pressure environment, managing multiple calls and tasks without compromising quality.
• Collaborate with well-established remote teams, sharing insights, updates and strategies to provide the best possible service to our callers and clients.
• Carrying out all duties in line with Adiuvo and client procedures.
• 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.

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 are 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.

Job Types: Part-time, Permanent
Part-time hours: 14 - 16 per week

Salary: £25,720.03 per year

Benefits:

• Bereavement leave
• Casual dress
• Company events
• Company pension
• Flexitime
• Health & wellbeing programme
• Sick pay
• Work from home

Schedule:

• Flexitime
• Weekend availability

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Remote

Application deadline: 30/08/2023
Expected start date: 11/09/2023