customer relations Remote
Job description
We’re looking for customer service experts and individuals with a passion for providing great customer experiences to work from home on a permanent contract basis.
About Novacroft:
Novacroft is a People-First organisation specialising in customer experience transformation for clients in central and local government, charity, education, transport, and retail.
We work with clients who are the biggest names in their sector to provide end-to-end service, including online application processing, programme management, systems and software development, smart card production and customer service.
Our impact has saved a transport sector client £25,000,000, enabled 250,000 members of a leading UK charity to apply online for membership, delivered £55,000,000 in energy grant funding, provided £278,000 in pro-bono support to the charity sector, and enabled 70,000 volunteers to support 14 million visitors for London Organising Committee of the Olympic and Paralympic Games. Today, 42,000,000 people use our customer experience products and services.
Our mission is to provide you with a career growth pathway that will enable you to seize the future of work opportunities, avoid the perils of the 4th Industrial Revolution, and help Novacroft positively impact our local and global community.
The role:
As a Customer Service Agent, you’ll be responsible for answering incoming calls and answering incoming email correspondence. You'll provide first-class customer service, ensuring customers are satisfied while meeting key performance indicators.
- Inbound and outbound (non-sales) telephone calls
- Email correspondence
- Data input
- 37.5 hours per week. You must be available from 8 am - 8:15 pm (Mon-Sun)
- Full-time shifts include some evenings and weekends
- Permanent contract.
- Full training and support throughout
- Great team managers
- Opportunities to progress and grow with Novacroft, 285 team members have been promoted four levels and above since joining the team, with many of them having started in roles just like this.
Requirements for the role:
- Must be working in the United Kingdom for this role
- We are ideally looking for individuals with experience in customer service, but if you are passionate and enthusiastic about providing a great customer experience, then we want to hear from you, even if you have not previously worked in a customer service role
- GCSE Level English / Maths Grade 4 (or equivalent)
- You'll be confident using various systems including Microsoft Office, Google applications, and Microsoft Dynamics
- You should be available to start in the next few weeks, as we will be running online training courses commencing August 2023
You will need:
- Windows laptop/PC*, running Windows 10. Unfortunately, the systems that we use cannot run on Apple products such as MacBook or iPad
- An up-to-date antivirus
- The latest version of Chrome or Microsoft Edge
- Along with a suitable quiet and confidential space to work
We'll discuss these requirements with you in more detail if your application progresses.
- Apple products and Chromebooks do not work with our clients’ software, sorry!
Benefits
We provide a range of extras to our valued team members, including:
- Auto-enrollment pension scheme
- Access to Novacroft's bespoke rewards scheme, which includes high-street retailer and gym membership discounts
- Access to our Employee Assistance Programme (EAP)
- 23 days holiday, rising a day each year of service up to 28 days
- Your birthday off work - in addition to your annual holiday entitlement
- Mental wellbeing support
- Paid time out for volunteering
- To be part of a collaborative, creative working environment in a uniquely people-focused business with a supportive, sociable team.
If you're interested in this opportunity or feel you may not have the complete skillset but would like to hear more, then please get in touch.
Novacroft is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, or gender.