Customer Support Agent - Nights Team Nottingham, England
Job description
Night Team Agent
Location: Remote
Salary: £21500 per year
Contract Type: Permanent full-time available (38.5 hours per week)
We have an exciting opportunity for a Night Team Agent to join our Customer Support team here at Domestic & General. Reporting to the Night Team’s Team leader, you will play a vital role in handling inbound calls from across the business, including most CM service lines that overflow after 8pm, where heating emergency calls such as Scottish Power are prioritised.
As a Night Team Agent, you will support and work closely with our core stakeholders, including Scottish Power and EDF Energy to deliver an excellent customer service whilst processing CM emails and completing claims reports for the claims department.
Domestic & General is a company with an ambitious future. We are expanding our horizons and entering new markets and we need your expertise to help make it happen. We are an international company who works with some of the worlds most respected and well-known brands of domestic appliances and electronic consumer goods. These opportunities don’t come around often, so this really is a position not to be missed.
Key role responsibilities:
- Handle a variety of Inbound calls, supporting multiple business areas out of office hours
- Process CM emails by sending thorough replies to various email enquiries.
- Complete claims process reports by investigating claims and directing alongside correcting complaint numbers, which can be resubmitted to the correct departments.
Skills and experience required:
Excellent customer service skills and a great telephone manner whilst being customer centric.- Previous contact centre training to handle a wide range of customer calls.
- Ability to maintain high attention to detail when completing reporting e.g. customer complaints
- A proactive approach to completing online training, in order to keep up to date with new procedures.
- Ability to adjust to a night-time working environment, working on a 3 nights on & 3 nights off rota.
- Highly experienced and motivated to work in isolation, throughout the entire shift.
- Must be able to stay focussed during the night.
- Must be target driven with background experience in achieving targets.
- Must be able to take ownership and focus on CM expectations whilst working on your own initiative.
- Previous experience of using several different computer applications.
Desirable:
Flexible – You may need to alter your shifts to cover holidays within the team.- Needs to be familiar with multiple IT applications such as Outlook, Word or Excel.
We offer lots of great benefits! Some of which include:
Competitive salary and annual discretionary bonus- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
