Customer Service Advisor/Telephone Interviewer

Job Status:                   Temporary ongoing

Start Date:                   ASAP

Hours:                           Full Time Monday to Thursday

Hourly Rate 21+        £12.71 + £1.53p holiday pay = £14.24 Combined (pay review after 4-weeks)

Hours:         Operational 9am to 7pm Monday to Thursday – over 4-days 37 hours weekly.

Friday           9:00am – 3:00pm      (shift not currently operating)

Saturday     10:00am – 2:00pm      (shift not currently operating)

Changes in shift hours will be confirmed with you as far in advance as possible.  Our client occasionally requires additional hours on Fridays and Saturdays.  There is an unpaid fifteen-minute morning break, an unpaid half hour lunch and a paid ten-minute afternoon break each day.

Applicants:

You will have solid customer service/call centre experience and have fantastic communication/social skills, you must be able to relate to others and you should be naturally friendly and approachable and have great all-round IT skills.

You should be available to start straight away and be available long term.

About The Management

Our client operates exclusively within their sector, helping educational institutions to achieve specific objectives via telephone surveys with previous attendees.

Their unrivalled track record over the last 15 years provides a unique understanding of the market and the challenges that institutions face in this sector.  They use their expertise to help advise clients on the most appropriate questions and type of survey, to ensure we help them reach their objectives.

They pride themselves on strong client relationships and being responsive to our clients’ needs.  All of their dedicated employees care about each and every project.  They are an approachable, knowledgeable and professional business based in the Northeast of England.

Outlining The role:

Your role is to contact and fill out a short questionnaire with students that have recently completed or withdrawn from a course through their local college, council, or training provider. You will be contacting people of all ages, from all areas of the country, and people that speak limited English.

We are representing our clients and it is imperative that we are professional and polite when making the call. Our clients use the information and feedback they collect to provide better educational courses.

RESEARCH VALUES

Focus is the client and deliver projects to the highest standard.

Taking responsibility of our actions and always perform beyond what expected.

Caring about how we collaborate with other people in the team.

Honesty in our approach to clients and each other

Ensure we have a healthy working environment.

Reactive to Clients Needs

Making sure they have honest and open communication with our clients and each other.

Staff are expected to always adhere to the company values, and when making decision bear these

values in mind to ensure the decision is in-line with company values.

Expectations & Targets

We expect you to be professional and have a great work-ethic.  This includes always turning up on time and being ready to start work and performing your role to the best of your abilities.

We want you to ask for help and ask any questions whenever you need and to take advice and tips off our more experienced tele-researchers or your Line Manager.

During this week, you should be developing your knowledge of our multiple surveys, perfecting the quality of your calls, and working towards targets as outlined by your Line Manager.

The target expected is to achieve and maintain 9-12 surveys per hour.

Expectation is to work towards always achieving and exceeding these targets.

Your line manager will schedule a monthly meeting to discuss any issues, improvements, and to give a general review of performance to help develop you.

Strive to always meet the highest quality standards for every survey.

Engage in all training and be proactively seek out further training opportunities.

Represent our clients in a professional, respecting manner on every phone call.

Duration between Dials should be kept to a minimum to ensure KPI`s are achieved.

Attendance

Adhere to the agreed standard hours, unless in exceptional circumstances previously agreed with Line Manager