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Application/Interview Process

You will be required to complete an Online Assessment should your application be progressed, which will be used to assessed your written and spoken English capability as well as basic computer knowledge and customer service skills. Should you achieve our benchmark scoring, you will be invited to a screening video call with our lovely careers team, before progressing to our final interview stage with a team leader which will be either conducted in the Ipswich Office, or over Teams, depending on interviewer availability.

The Role

• Hours: Full Time - Permanent (37.5 hours)
• Shift Patterns: 4 on / 4 off (across Mon - Sun)
• Shifts: between 22:00 - 08:00
• Location: UK - Work From Home
• Training: 1 week full time training required, M-F 2pm-10pm before moving to overnight shift pattern
• Salary: £19305 + 50p/h extra for hours between 11pm - 6am
• Start Date: Monday Feb 20th

TO WORK FROM HOME YOU WILL BE REQUIRED TO USE YOUR OWN DEVICE -

Please click on this link to see if your device is compatible (please also be aware that this won't download onto your device [Apple is not compatible]) -

https://my.thinscale.com/bly/GvhwEz

We cannot progress your application without this information.

Every check must state 'Continue' or 'Pass' to be eligible (Amber or Green colours). Due to the volume of applications, we are unlikely to reply to any 'failed' submissions.

You may run the check on multiple devices to check suitability.

• PLEASE MAKE SURE YOU SUBMIT YOUR OWN FULL NAME ON 'THINSCALE' WHEN PROMPTED.

YOU MUST RUN THE LINK ON THE DESKTOP/LAPTOP YOU WiLL USE DURING THE DURATION OF YOUR EMPLOYMENT*

In this role you will be working with customers, primarily taking inbound calls with occasional outbound call outs as well as sending client emails. Our Woven With You campaign means every call will be different and really keep you engaged and on your toes! You need to be adaptable and able to adjust your tone of voice depending on each call that arrives and be able to follow the on screen scripting and instructions that will guide you to complete the callers query efficiently and accurately.

About Woven

We are a fast paced Outsource Contact Centre who love to work with our people and for our people, supporting 'Includability' partnership for all! We are a Real Living Wage employer, who are recognised as ‘Disability Confident’, honour the ‘Menopause Pledge’, and align with ‘Employers Against Domestic Abuse’. If you are eager and ready to join our family, then we are more than excited to have you!

About You

We are looking for someone who wants to make a difference within not only the customer experience, but within Woven and the team itself. You will need to have excellent communication skills, both written and verbal, with exceptionally high levels of attention to detail. You should be comfortable with using computer systems and software and a variety of platforms. We love some personality that expands our family, so bring what you have got to offer to your interview!

Key Tasks and Responsibilities

• To consistently deliver an outstanding level of customer service
• To answer calls in a timely and professional manner
• Resolving customer queries
• Taking details of enquiries & complaints
• Processing orders and taking payments
• Escalate any issues or complaints to your team manager where necessary
• To liaise effectively with all department colleagues and staff throughout the wider business

Key Skills

• Strong communication skills and resilience
• Willingness to learn and adapt at pace
• Excellent customer service skills
• The ability to multitask effectively
• The will to succeed and strive for excellence
• Ability to empathise with the customer and resolve queries
• Previous experience using CRM systems is desired
• Preferable Contact Centre experience

Benefits

• BeneKit App access for discounts available covering, Lifestyle Savings, Eyecare, Free Online Learning Courses and Live Well Blogs, powered by Benefits+, our flexible benefits platform
• An online e-learning platform that you can unlock access to 600+ CPD certified courses
• Receive on-going support from our Employee Assistance Programme through Health Assured for all your health and well-being needs
• Enjoy interactivity through TEAMS with your work colleagues who are located all around the UK
• Get involved in #spamtheyam events on our internal online social media platform and submit pictures and engage in events to win prizes
• Engage in 'Zen for 10' and #getupoffathatthing exercise and stretching routines
• Receive training from our Woven Learning team and build a career with Woven Development and our RISE programme
• Savings Club
• Cycle to Work Scheme available
• 23 days holiday rising to 25 days after 5 years' service
• 3% Pension Employer Contribution
• 5% Pension Employee Contribution
• 4 x Basic Salary Life Assurance
• Up to 5% Performance Profit Share

Please be aware that as part of the internal recruitment process, should you apply for a role, you are giving your consent to your employment records being accessed if requested.

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

If you have a disability or any reasonable adjustment that requires accommodation, please contact us - [email protected]