Helpline Advisor
Thurnscoe

3 Month Contract

Hourly Rate £9

In Scope of IR35

Shift Pattern

Monday to Friday 17:00 - 22:00pm

Role Purpose

To ensure that all customer contacts are responded to in a positive and professional manner, in line with Client SLA’s. Responsibility will be placed on balancing the needs of the customer and our organisation in order to reach an acceptable outcome. To effectively record and distribute information relating to accidents and incidents and provide updates as required.

Accountabilities

• Responsible to the General Manager for the provision of administrative support and the investigation into customer enquiries.

• Prompt and accurate process of incidents ensuring that circulation SLA’s are met.
• Manages own workload and operates effectively and energetically as part of the wider team, contributing to the efficient resolution of all contacts whilst maintaining high levels of service to internal and external customers.
• Embrace the company’s core values of Safer, Better, Leaner, Faster which will assist in driving our business and helping to achieve our Zero Harm and Sustainability visions.

Responsibilities

• Answer inbound telephone contacts promptly and professionally, delivering excellent customer service.

• Building rapport with clients and colleagues and promoting a professional image at all times in support of the companies and departmental values.
• Take personal ownership of queries and follow through to completion, including ensuring that the customer is satisfied with the outcome.
• Respond to customer e-mails with the support of your mentor.
• Accurate and thorough recording of information on company IT systems.
• To ensure that you develop your capabilities through continual learning.
• To carry out additional/new duties to meet the needs of the business.
• Produce escalation alerts to a high and accurate standard ensuring key individuals within the business are kept informed.
• Follow agreed procedures, ensuring that standards are maintained.
• Act responsibly and respectfully.
• To make outbound calls to customers in order to request feedback on service delivery.
• To demonstrate a flexible approach and be adaptable to business needs.
• To understand your role and the role of others.
• To produce and deliver accurate data to the organisation.
• To respect and comply with the company’s confidentiality policy.
• To assist in meeting the team target for meter fit surveys by making outbound calls to customers
• Provision of safe dig drawings in line with contractual requirements
• Monitoring of the central mailboxes including voice mail and email.
• Be comfortable in supporting the team’s lone worker process during unsociable hours.

Personal Qualities and Experience

The following qualities/experience are essential:

• Proven experience of working within a customer service environment.
  • Ability to work to tight deadlines.
  • Able to demonstrate good negotiation skills and questioning techniques
  • Displays a confident and professional telephone manner
  • I.T literate.
  • Be able to give and receive feedback in a professional manner.
  • To be flexible and willing to occasionally take part in activities outside of your normal working hours. E.g. training, meetings.
  • To embrace change and assist others.
  • Excellent time keeping and attendance record required.
  • To promote and display a positive attitude.
  • To be professional at all times.
  
  The following qualities/experience are desirable:
• A full driving license.
  • A relevant customer service qualification e.g. ICS award, NVQ or similar.
  • A desire to progress and develop with the assistance of your Mentor.