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Role Responsibility:

Customer Experience Advisor - (National Benefit Fraud Hotline)

Wath-upon-Dearne, Rotherham, S63 7ER

37.5 hours per week

£20,374.88 per annum

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 400 people who spend their day helping people.

All roles will either be home based or site based. All home based roles must be able to get to Site as and when requested. If you are home based then you must have a private space to work in and a good internet connection.

As a Customer Experience Advisor, you will be the first point of contact for customers, ensuring they receive a professional service, the support they need, and ultimately helping people on each and every call.

You will receive full training to allow you to assist and communicate effectively.

What's Involved:

• Deal with telephone queries and provide information to both external and internal customers as necessary.
• Communicate effectively and liaise with customers, relative client departments and management.
• Adhere to the minimum target call and communication levels and standards as set by the company.
• Keep up-to-date with briefs and news articles to remain fully informed with company and legislative changes.
• Keep up to date and complete training as requested.
• Be aware of safe guarding policies and procedures.
• Adhere, at all times, to the Data Protection ICT and Confidentiality Policy.
• Understand the escalation process and implement when necessary.
• Work as a team to support colleagues.
• Follow all appropriate safety procedures and report any potential hazards or possible misuse of the service to the Team Manager.
• Keep accurate and timely records of all communication contacts with customers.
• Provide a high level of customer experience that is informative and confidential to customers whilst achieving service objectives.

The Ideal Candidate:

Essential Skills:

• Have experience working in a customer focused environment.
• Be confident and courteous communicator with an excellent telephone manner.
• Be able to work under pressure, often dealing with emotive issues.
• Be self aware so as to protect your own and others health.
• Have an excellent standard of written and spoken English.
• Proven experience of building rapport & adapting communication to suit a diverse range of people.
• Be IT literate, specifically experienced in using Google packages.
• Working as part of a team and supporting colleagues.
• Attention to detail.
• Have a positive working attitude and work ethic.

Desirable Skills:

• Experience of working within a busy fast paced call centre environment.
• Providing customer services via omni-channel solutions including telephone, webchat, email, letter and social media.
• Working under your own initiative.
• Excellent ability to organise workload.
• Have a willingness to learn and be open to change.

We are an equal opportunities employer and holders of the Disability Confident Employer status.