Customer Service Advisor - Homeworking
***PREVIOUS APPLICANTS NEED NOT APPLY***
Full Time, 6-month FTC Position
The Customer Service Centre:
Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time. We are growing as a company and the Customer Service Centre receive circa 3000 inbound calls per day. We're looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of prioritising and managing their own time. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? If you are, then you sound perfect for our team!
· Manage pre-dominantly inbound telephone queries promptly, demonstrating the L&Q values at all times
· Provide first contact resolution, through ownership of queries and taking the relevant action required including liaising with departments where needed.
· Accurately update and record customer call information on all systems and ensure all information given is accurate and company policies/procedures are adhered to
· Effective time management to meet call and quality metrics including service level KPIs, achieving 90% customer satisfaction scores
· Keeping knowledge up to date to equip you to handle a variety of inbound/outbound calls.
· Please note candidates will need an adequate homeworking space and broadband.
· Excellent listening, verbal and written communication skills
· Ability to work in a fast-paced customer service centre and utilising resources available to provide first contact resolution
· Confidence to work individually whilst also having the ability to work collaboratively to provide exceptional customer service
· Computer skills, including Microsoft office
· Experience working in a call centre is desirable
· Good time management skills
In addition to our support and training the successful candidate will have access to our full site of benefits:
26 days holiday (rising to 31 days with length of service)
Annual bonus subject to group performance
Excellent pension scheme
Employee Assistance programme
Non- contributory life assurance
If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you!
Your role is for Homeworking Full Time - we will supply you with a laptop, monitor, keyboard, mouse and headset, which you will be asked to collect from the office in Sidcup a few days before the start date. You need to have a quiet suitable workspace and desk and chair. You also need reliable broadband to take calls and use the systems – you will need a minimum 30Mbps download and 10Mbps upload. You will be asked for proof of your broadband speed and home set up if offered the role.
All successful candidates will be invited to:
1st stage – a telephone assessment on: w/c 24/05/21
If successful you will be invited to an online interview on: w/c 31/05/21
You will need Microsoft teams to be able to participate in the interview and the interview will be approximately 60-80minutes.
The interview will include: an assessment, discussion and questions. You will need to have a quiet space for the time of the interview and be prepared with a Microsoft teams set up with a camera.
NB: We hold the right to close are adverts early so please apply as soon as possible if you would to be considered for this position.
COVID 19: The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selection process. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Safe requirements. This will include the use of various technologies to support the interview process. Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q’s values can be found on our website and a copy of our behavioural framework can be provided on request.