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Job description

A BIT ABOUT US

Here at UK Call Centre, we’re on a mission to provide the best customer service around

How? By providing bespoke services that fit with a client’s requirements. Your first call could be connecting a patient with the doctor they need, your last helping a caller find their missing pet. We’ve been doing it for 30 years so we must be getting something right.

Think you can help? Here’s why you should get in touch …

-We’re limitless in terms of scope
No more monotony, we train all our staff to take all our client's calls so you aren’t tied to just one campaign or client. Variety and diversity is the name of the game and no two calls are the same.
-We’re passionate about our people
All customer service is can be encompassed by one person connecting with another. That doesn’t mean rules and processes don’t exist, but it does mean that our people are the most important part of our business. We try and accommodate when life throws you a curveball.
-We’re passionate about our customers
We get to know our customers and our customers' clients and build relationships with them. Our customers know their business is in safe hands and as they get to know you too.

Still interested? Read on…

THE ROLE

Some companies would define the job as leading the team that supports our customers. We think that downplays it a bit…. You’ll be one of the key team members of our business. Every shift has a supervisor, and the supervisor controls the escalation of calls and looks after the staff working with them.

Here’s what we’re looking for…

THE DAY JOB

• Work well under pressure and achieve set targets including answer speed and first contact
• Be able to follow a scripted process accurately and make the best decision for our client's customers
• Solve problems, investigate queries and manage our customers' needs in respect of business changes
• Day-to-day management of the team working with you
• Answer enquiries from various channels - phone, email and our online live chat and act as an escalation point
• Day-to-day management of the team

WE'D LIKE TO SPEAK TO YOU IF...

· You are a confident team leader: able to demonstrate a flair for leading people in a complex and dynamic operating environment.

. You are able to do the mix of shift work we require, after training this will be 0800-1600, 1600-0000 and 0000-0800 on rotation. This usually means a run of 4-5 shifts and a few days off before switching but may sometime be a mix to cover holidays (and you get a bonus for working nights)

· You have the ability to communicate and collaborate with internal and external stakeholders.

· You have exceptional communication skills. At the core of all customer experience is communication. You must be able to demonstrate clear, detailed and accurate written communications.

· You have strong IT literacy and the ability to work across a number of platforms

· You maintain a resilient mindset with a focus on customer satisfaction beyond expectations.

· You love a collaborative and innovative approach to service delivery and problem-solving.

· You have a quiet space to work from at home, a windows 10 PC or Laptop and a stable internet connection

WE'LL LOVE YOU IF...

· You have a great phone personality

· You have call centre or customer service experience

· You have a passion for problem-solving

· You are an inspirational mentor

AND IN RETURN, YOU'LL GET...

· A variable working schedule where you can swap with colleagues

· Work from home, so no commute time!

· Company bonus scheme

· Friendly working environment

· Online Community

· COVID secure and risk assessed employer

Job Types: Full-time, Permanent

Salary: £15,362.00-£23,400.00 per year

Benefits:

• Casual dress
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekend availability

Application question(s):

• Our shifts are variable and we require people able to work a mixture of the following

0800-1600 / 0900-1700 / 1600-0000 / 1700-2300/ 1000-2000/ Monday -Sunday. There may be a requirement to also work a 0000-0800 shift on occasion. Please confirm you are able to do this

Work Location: Remote

Reference ID: 24CCS/DM