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Job description

Why Choose Impact?

Come and join Impact Call Centre’s friendly and professional team.

This is a great place to work, where we recognise our people as our greatest asset.

We are a diverse and inclusive business providing outstanding outsourced solutions for blue chip companies that need our expertise. We are trusted partners of our clients, where the right attitude is everything and customer focus is a must.

We are a caring employer who works flexibly and wants nothing more than to train all staff to learn valuable career skills to help individuals grow and gain the experience needed to succeed.

What is the job?

Our mission in Customer Service is to provide world class customer service to our clients and our clients’ customers. It’s not just a cliché! You’ll be joining a team of likeminded people who are passionate about providing outstanding customer service on every customer interaction they have.

As a Customer Service Executive's, you will receive comprehensive training and support to become a brand ambassador on two to three of our client accounts, where you will be empowered to provide advice and support and resolve queries using the toolkits made available to you. Don’t worry, you will start on one client and then when confident to do so, take on another. Our clients are very diverse so you’ll always have variety, no day is ever the same!

We continually strive for service improvement as growth for our employees and clients is of great importance. Your ideas, suggestions and feedback are vital to our progression so we always listen.

What you need to have

· Experience of working in Customer Service, where you are used to problem solving

· Have a positive and resilient attitude being able to work in a fast paced, ever changing environment

· Work as part of a team but also be self-motivated and able to work with minimal supervision

Responsibilities

· Be the corporate front line for our clients – we are an extension of our clients

· Support customers with diverse queries either by phone, email or webchat for our portfolio of clients.

· Consistently exceed expectations, being knowledgeable and taking ownership to manage enquiries from investigation to resolution

· Increase customer satisfaction and loyalty by dealing with requests effectively and efficiently in a polite and professional manner.

· Meet any targets set by the clients, such as first call resolution and quality

· Be the voice of the customer

· Maintain our inclusive and diverse culture so everyone has a sense of belonging

Salary

Starting salary based on 40 Hours per week £21,902 per annum Grade 3 - plus up to £2,400 per annum call quality allowance OTE £24,302 with progression to £22,672 per annum with £2,400 per annum quality allowance with a OTE of £25,072

Hours – Full Time

40 Hours - 5 days over 7 days - hours to be discussed in advance which will include working one day each weekend and one shift working until around 20:00.

Although this role can be remote, we require you to be office based for the initial training period for 7 weeks Monday to Friday working 09:00 - 17:30. Thereafter, if working remotely, staff will only be required to come to the office for:

• 1:2:1's and training
• If performance or productivity need attention
• You choose to come into the office for socialisation

All equipment is provided by the Company for home working

For remote working you will be required to have good broadband connection and a suitable quiet place to work plus be local to the Southampton area.

Further Education Opportunities

Online Apprenticeships with Eastleigh College

Benefits

· To work in the place that works best for you – home, hybrid or office based

· Positive & encouraging environment - we never overlook when you go above & beyond in your work

· Work with a team of friendly and fun people for a company that cares and supports the individual

· Full support and on-going training from our coaching and training teams

· A culture of understanding and supporting employee’s wellbeing:

· Well-being programme including in house counsellor

· External employee assistance platform for when you need support the most

· Career progression - We actively promote from within, supporting staff to be our next team leaders, coaches and managers

· 29 days holiday raising to 33 days, based on service (including bank holidays)

· Company Pension scheme after qualifying period

· Free gym membership

· Employee Benefits scheme with retail and leisure discounts

· Subsidised staff nights out and charity events throughout the year

Job Type: Full-time

Salary: Up to £24,302.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Gym membership
• On-site parking
• Referral programme
• Wellness programme

Schedule:

• 8 hour shift

Application question(s):

• Please confirm you are based in the Southampton area for on-going training and I.T. Support? Please note we are unable to offer remote training for this position.
• Please confirm you are able to attend the office in Romsey for 7 weeks training if you are looking for hybrid working.
• What do you believe is excellent customer service?

Work authorisation:

• United Kingdom (required)

Work Location: One location