Job Description
Contact Handling
- To handle all contact in line with agreed KPI’s (balance scorecard)
- To provide consistent customer service standards across all channels
- To offer advice and information on related issues
- To aim for a first contact resolution
- To maintain a good knowledge of products and processes
Quality & Compliance
- To adhere to all company policies and procedures
- To achieve high quality standards
- To ensure all data is captured correctly and accurately
Legislative & Regulatory
- To adhere to relevant legislation such as the Data Protection Act
- To be responsible for implementing relevant legislation to perform the role
- To adhere to knowledge of where to go for advice on a range of legislation and regulatory issues
KPI’s Metrics / Deliverables
To achieve targets in-line with a monthly Balanced Score Card covering:
- Best in Class Customer Experience; Contact Quality
- Operating Efficiencies; SCR and Efficiency
GM% and ASP Focus; Email and Chat Handling Rate
Personal Qualities :
- Hard Worker
- Team Player
- Passionate
- Friendly
- Target driven
Skills Required :
- Good communication skills, written and oral
- Good understanding of computer software and office packages
- Good attention to detail, able to work with data quickly and accurately
- Able to work effectively as a team and independently to meet targets
- Self-motivated
Future Prospects : Full Time Position after the Apprenticeship.
Apply Now