Call Centre Operator Birmingham, England
Job description
Key Accountabilities and Responsibilities
1. To answer the telephone, transfer calls, take and log messages and answer queries.
2. To contribute to improving customer services process and in particular customer service excellence
3. Give excellent initial advice and guidance to all customers and a commitment to first time resolutions
4. Help the admissions team with administrative duties relating to the application process.
5. To improve conversion from enquiries to applications by following up enquiries as directed by Customer Experience and Admissions Managers.
6. To improve conversions during the application process by following up applicants who have missed their appointment or have not accepted their offer as directed by Customer Experience and Admissions Managers.
7. Under instruction of tutors, to call students who are absent from lessons to ascertain the reasons for their absences and record them appropriately.
8. To make any other outbound calls as directed by Customer Experience manager
9. To feedback any trends coming from calls received which may inform management decision making (e.g. enquiries for courses we don't offer, parental concerns etc).
10. To answer all enquiries that come through Social Media, Live chat and emails
11. To cover for reception as required.
12. To work occasional evenings and weekends to cover open day and other college events.
13. Ensure the call centre area is clean, tidy and safe.
14. To log absences from students and notify the tutors
Other Duties and Responsibilities
b) Comply with internal and external quality standards and contribute to the College’s strategic aims.
b) Comply with college policies and procedures and health and safety regulations.
c) Support the safeguarding and promotion of students’ welfare.
d) Maintain confidentiality in relation to all College information and to comply with Data Protection Legislation.
e) Participate in the College’s Appraisal scheme and undertake any training as required.
f) Support and actively participate in the implementation of the College’s Equal Opportunity policies.
g) Able to work outside of the normal week, with reasonable notice, as required and depending on the needs of the service. This may include occasional evening and weekend working.
Job Types: Full-time, Fixed term contract
Contract length: 5 months
Salary: £20,106.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Canteen
- Childcare
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site gym
- On-site parking
- Sick pay
Schedule:
- Flexitime
- Monday to Friday
Work Location: One location
Reference ID: REQ001163
